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Agensi Pekerjaan Language Talent Solutions Sdn Bhd.

Team Lead – Contact Center (Voice, Chat & Email)

Agensi Pekerjaan Language Talent Solutions Sdn Bhd.
Kuala Lumpur
6-8 Years
MYR 8,000 - 9,000 per month
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  • Posted 13 days ago
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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

Job Type:
Permanent Job
Industry:
BPO
Role:
Trainee/Management Trainee
Function:
Customer Service/Call Centre/BPO
Employment Type:
Full time

Job ID: 148434501

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Last Updated: 08-06-2026 08:43:53 AM
Homejobs in Kuala LumpurTeam Lead – Contact Center (Voice, Chat & Email)

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Team Manager – Contact Center (Voice, Chat & Email)

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Skills:

"Reporting & Analytics", Trainer, Call Centre, Mandarin, Cantonese, Management Skill, "Contact Center Operations", "BPO Operations", "Team Management", "People Leadership", "Operations Management", "Voice Support", "Chat Support", "Email Support", "Customer Service", "Service Delivery", "Service Level Management", "SLA Management", "KPI Management", "Queue Management", "Real-Time Management", "Workforce Management", "WFM", "Roster Management", "Intraday Management", "Schedule Adherence", "Occupancy Management", "Shrinkage Management", "AHT", "Average Handle Time", "FCR", "First Contact Resolution", "CSAT", "Customer Satisfaction", "NPS", "Quality Management", "Abandonment Rate", "Contact Center Metrics", "Performance Management", "Coaching", "Mentoring", "Team Development", "Performance Appraisal", "Escalation Management", "Incident Management", "Root Cause Analysis", "RCA", "CAPA", "Kaizen", "Continuous Improvement", "Process Improvement", "SOP Development", "Operational Governance", "Stakeholder Management", "Client Management", "MIS Reporting", "Data Analysis", "CRM", "Telephony Systems", "Workforce Planning", "Conflict Resolution", "Hiring Management", "Attrition Management", "Absenteeism Management", "Information Security", "Data Privacy", "Audit Compliance", "Risk Management", "Microsoft Office", "Google Workspace", "Leadership", "Operational Excellence", "Customer Experience Management", "24/7 Operations Management"