Team Lead – Contact Center (Voice, Chat & Email)
Agensi Pekerjaan Language Talent Solutions Sdn Bhd.- Posted a month ago
- Be among the first 50 applicants
Job Description
Location: Kuala Lumpur
Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office
Role Overview
The Team Lead – Contact Center will be responsible for managing end-to-end operational delivery for inbound and outbound voice processes, along with chat and email support. The role demands B2-level English proficiency for voice interactions, strong people management skills, and complete ownership of service delivery metrics in a 24/7 environment.
Key Responsibilities
- Lead and manage a team of customer service associates across voice, chat, and email channels.
- Ensure achievement of SLAs, KPIs, and client contractual requirements.
- Provide real-time floor support, escalations handling, and operational governance.
- Conduct regular performance reviews, coaching sessions, and capability upskilling.
- Drive adherence to Cognizant policies, Information Security, and compliance standards.
- Partner with Quality, WFM, Training, and Client stakeholders for continuous improvement.
- Creating reporting and presentations to connect with internal and external stakeholders.
Operational Metrics Knowledge
- Service Level (SL)
- Average Handle Time (AHT)
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Quality Scores
- Schedule Adherence & Shrinkage, Absenteeism
- Abandonment Rate
- Productivity and Utilization
Required Experience & Skills
- 5–8 years of experience in Contact Center / BPO operations
- Minimum 2 years experience as Team Lead / Assistant Manager
- Strong Voice proficiency with C1 English level
- Experience handling Inbound, Outbound, Chat, and Email processes
- Hands-on experience with CRM tools, telephony systems, and WFM tools
- Strong analytical, communication, stakeholder management, and leadership skills
- Strong proficiency using Google and Microsoft products.
Shift Requirements
Willingness to work in 24/7 rotational shifts including nights, weekends, and public holidays. Work from Office
Competencies
- Client Centricity
- Operational Excellence
- Data-driven Decision Making
- People Leadership & Talent Development
- Compliance & Risk Management
Spotlight
- Annual leaves, Health & insurance, Health insurance
More Info
Key Skills
"Contact Center Operations"
"BPO Operations"
"Team Management"
"People Management"
"Inbound Support"
"Outbound Support"
"Chat Support"
"Email Support"
"Customer Service"
"Service Level Management"
"SLA Management"
"KPI Management"
"AHT"
"FCR"
"CSAT"
"Quality Management"
"Schedule Adherence"
"Workforce Management"
"WFM"
"CRM"
"Telephony Systems"
"Escalation Management"
"Performance Management"
"Coaching"
"Stakeholder Management"
"Reporting"
"MIS Reporting"
"Operational Excellence"
"Leadership"
"Client Management"
"Microsoft Office"
"Google Workspace"
"Contact Center Metrics"
"Process Improvement"
"Compliance Management"
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