Your Browser is Not Supported

To ensure jobstore run smoothly, please use the latest version of the following supported browsers:

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
Apply on External Site

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.


Requirements

  • 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

Apply On External Site

Save for Later

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.|

Read more
Company Summary
Brandt International
https://brandtinternational.com/
51-100 employees
Outsourcing/Offshoring
Follow Brandt International
Job Openings
Total 32 jobs
Assistant Manager - Accounts
Federal Territory of Kuala Lumpur
Product Pricing Associate
Federal Territory of Kuala Lumpur
Finance Manager
Federal Territory of Kuala Lumpur
Retention Team - Save Desk Specialist
Federal Territory of Kuala Lumpur
Customer Relation Unit (Online Assisted Services)
03-27166513
Project Lead
Federal Territory of Kuala Lumpur
See all openings

Sharing is Caring

Know others who would be interested in this job?