Social Media Marketing jobs in Malaysia

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We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving. At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team. Let’s start your journey with an award-winning organization!

• Awarded For
  
  
  
  • Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
  
  
  • Bronze Winner in Cross-Generational Workforce Engagement (2024)
  
  
  • Gold Winner for Excellence in Workplace Culture (2021)
  
  
  
  


• Comprehensive medical, dental, optical and insurance benefits


• Flexi working hours arrangements


• Staff Line & Device Subsidy


• Smart Casual Attire


• Child Parental Care Leave


• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)


• Special employee discounts for selected F&B Brands

Role Overview: The Contact Centre Team Leader plays a critical role in ensuring the seamless operation of the contact centre across multiple channels: L1 Voice, Social Media, Email Support, and L2 Escalation Handling. Working on a rotational shift basis, the Team Leader is responsible for real-time floor management, operational efficiency, and the performance of a dedicated team of Customer Service Executives (CSEs). This role demands a combination of strong analytical thinking, cross-channel leadership, and excellent interpersonal skills to handle complex escalations, drive team performance, and collaborate with internal stakeholders for issue resolution.

• Oversee day-to-day operations across all channels including schedule adherence, shift planning, floor presence, and real-time queue management.


• Act as the shift-in-charge and ensure smooth handovers across shifts and channels.


• Monitor and manage interaction volumes, ticket backlogs, and workforce productivity using contact centre systems and dashboards.


• Analyse real-time data and trends to make quick decisions that ensure service level targets (voice, email, social media) are met.


• Maintain cross-channel awareness to flexibly allocate resources based on demand spikes and backlogs.

• Handle escalated calls and complaints from all contact channels including voice, email, & social media.


• Provide coaching to CSEs on handling difficult customer interactions, complex objections, and service recovery.


• Perform root cause analysis of frequent escalation themes and initiate process improvements or preventive actions.


• Own and follow through on critical cases requiring collaboration with internal departments (e.g., Finance, Tech, Legal).

• Manage a multi-channel team of Customer Service Executives, covering performance, attendance, discipline, and development.


• Lead, coach, and support direct reports to achieve individual and team KPIs across all channels.


• Conduct regular team meetings, performance reviews, 1:1 coaching, and cross-training for multi-skilling.


• Foster a positive, high-morale environment with psychological safety and strong collaboration.


• Onboard, train, and mentor new hires to ensure readiness across required support channels.

• Track and analyse team and individual performance using metrics like but not limited to AHT, FCR, SLA, CSAT, backlog, and shrinkage.


• Present data-driven insights and recommendations to management to support performance improvement.


• Assist with QA audits and ensure all SOPs are followed consistently across all support types.


• Use workforce and quality data to identify trends, performance gaps, and coaching opportunities.

• Act as the primary liaison with internal departments (e.g., Finance, Technical, IT, Marketing) to resolve customer interactions and systemic issues.


• Ensure prompt follow-up and resolution of long-standing customer complaints or outstanding tickets.


• Represent team interests in cross-departmental discussions or process updates.

• Identify operational inefficiencies through data or team feedback and propose scalable solutions.


• Pilot new ideas, process improvements, templates, or knowledge base updates to improve customer and agent experience.


• Promote a culture of continuous learning, improvement, and innovation.

• Minimum 5 years of customer service experience, with at least 2 years in a team leadership or supervisory role (preferably in a telecommunications or multi-channel contact centre).


• Hands‑on experience with multi-channel contact centre operations (voice, email, social media, and L2 support/escalations).


• Demonstrated understanding of contact centre KPIs such as SLA, AHT, CSAT, FCR, backlog, and shrinkage.


• Proficient in Microsoft Excel (pivot tables, charts, formulas), CRM systems, WFM platforms, and QA tools.


• Able to work rotational shifts, including weekends and public holidays, as part of a 7‑day roster.

• Strong analytical and critical thinking skills; able to make data-driven decisions


• Excellent people leadership, coaching, and interpersonal skills


• Proficient in real-time operations and multi-channel workforce management


• Strong communication and conflict resolution abilities across internal and external stakeholders


• Emotional intelligence and empathy to support team morale and customer satisfaction


• Ability to manage performance in high-pressure environments and deliver consistent results


• Process-oriented with a continuous improvement mindset and openness to change


• Strong ownership of escalations and the ability to navigate cross-functional dependencies

Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.