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Jobs in Malaysia   »   Jobs in Kuala Lumpur   »   Customer Service jobs   »   Contact Center Team Leader

Contact Center Team Leader

Kuala Lumpur, Federal Territory of Kuala Lumpur, MY
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Key Accountabilities

Responsibilities Operations Management

• Assist leadership team to manage overall operations of the contact centre.

• Assist to drive operational KPI like service level, abandoned rate, average handling time, customer satisfaction, email/chat response rate and etc.

• Work with Assistant Manager to minimize shrinkage, attrition, dissatisfied contacts, complaints and etc.

• Ensure all relevant communications and data are updated and recorded.

• Ensure action plans and deliverables are met within agreed timeline.

• Handle on ad-hoc projects/assignments. Team Management

• Manage a team consists up to 15 members.

• Active monitoring, support and coach team members performance in align with departmental KPI & SLAs

• Perform regular contact with team members like 1-1, team meeting, performance review and etc.

• To ensure team members provide accurate information to users.

• Communicate effectively with team members and users.

• Always motivate team members to perform better.

• Conduct interviews when hiring is required.

• Act as subject matter expert.

• Generate relevant reports for operational discussion and analysis.

• Handle escalations if required. Manning of escalation queues.


  • Possess at least Diploma/Advanced/Higher/Graduate Diploma in any field.
  • Minimum 1 year experience of managing team (10-15 members) in contact centre environment.
  • Possess strong operational and leadership skill.
  • Have excellent spoken and writing skills in both English & Bahasa Malaysia. Mandarin is an added advantage.
  • Business writing skill is mandatory. Good communication skills in English,Malay language for both spoken and written
  • Able to work independently and with a team.
  • Flexible and adaptable.
  • Ability to work under stress

Working Hours

Shift hours 24x7 - rotational shift

5 working days and 2 off days in a week

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Company Overview

We are an award winning Malaysian company in the areas of Customer Experience, Learning & Training, Human Resource Outsourcing ,Talent Management and Business Process Outsourcing (BPO). Providing cost effective contact centers, Business Process, IT and Managed services from Malaysia. Our on-shore and off-shore delivery capability span the region; we are able to craft end-to-end solutions for customer support, sales, telemarketing, collections, customer service as well as internal IT and Business services.|

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Company Summary
Brandt International
51-100 employees
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