Team Leader (SME Loan - Call Centre)

IBPO Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading call center service provider in Kuala Lumpur is seeking a Team Leader to manage telesales operations. The role includes coaching, performance monitoring, and driving sales results. Candidates should possess a diploma and have 3-5 years of call centre experience. Proficiency in multiple languages and strong leadership skills are essential. This position offers a competitive salary package with attendance allowances.

Qualifications

• Minimum 3-5 years of call centre experience, with current or recent experience as a Team Leader.
• Strong leadership and people management skills.
• Proficiency in multiple languages to support business needs.

Responsibilities

• Manage telesales operations by campaign, including coaching and performance monitoring.
• Handle escalated calls and customer complaints when required.
• Set, review, and track individual and team targets daily, weekly, and monthly.

Skills

Leadership

Problem-solving

Coaching

Multi-language proficiency

Education

Diploma in any discipline

Job description

Probation Period: RM4,500 + Attendance Allowance + Overriding

Confirmed Position: RM5,000 + Attendance Allowance + Overriding

Job Scope

Manage telesales operations by campaign, including coaching, performance monitoring, and actively driving sales results.

Handle escalated calls, customer complaints, inquiries, and issues when required.

Monitor team attendance, performance, and attrition rates.

Set, review, and track individual and team targets on a daily, weekly, and monthly basis.

Ensure all team reports and daily tracking data are accurate and up-to-date.

Ensure team members are well-trained and knowledgeable about products and program specifications.

Enforce strict adherence to call centre policies, procedures, and discipline standards.

Job Requirements

Diploma in any discipline.

Minimum 3-5 years of call centre experience, with current or recent experience as a Team Leader

Proficiency in multiple languages to support business needs.

Strong leadership and people management skills.

Excellent decision-making and problem-solving abilities.

Highly motivated with a results-driven mindset.

Proven ability to coach, mentor, and lead a team effectively.