Technical Call Center Team Lead

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

TRANSCOSMOS (MALAYSIA) SDN. BHD. is hiring a Call Centre Team Leader (Technical) in Kuala Lumpur to guide a team of customer service agents toward operational excellence and service targets.

The role emphasizes coaching, performance management and effective escalation handling to sustain high-quality customer interactions. You will monitor KPIs, manage scheduling, and provide on-the-floor support and training.

Qualifications

• Diploma or higher required; SPM graduates may be considered with relevant experience.
• Minimum 3 years in a call centre/BPO, with at least 1 year in team management.
• Hands-on experience using Salesforce or Zendesk CRM systems preferred.
• COPC or Six Sigma certification will be an added advantage.
• Fluent in English (spoken and written) to support customer interactions.

Responsibilities

• Team Management & Workforce Coordination: supervise and coach agents, manage scheduling and queue performance.
• Performance & Quality Monitoring: track KPIs, conduct reviews, ensure SOPs and quality standards.
• Technical & Escalation Support: handle escalated issues and provide on-floor guidance.
• Continuous Improvement: identify issues and implement process improvements.
• Ad-Hoc Responsibilities: perform other duties to support operations.

Skills

Team leadership

Coaching

KPI monitoring

Workforce scheduling

Customer service

Problem solving

Data analysis

Education

Diploma or higher

Tools

Salesforce

Zendesk

Job description

TRANSCOSMOS (MALAYSIA) SDN. BHD. is hiring a Call Centre Team Leader (Technical) in Kuala Lumpur to guide a team of customer service agents toward operational excellence and service targets.

The role emphasizes coaching, performance management and effective escalation handling to sustain high-quality customer interactions. You will monitor KPIs, manage scheduling, and provide on-the-floor support and training.