Life at U Mobile
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!
#UnbeatableCareerAwaits
Top Reasons To Join Us!
- 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
The Day-To-Day Activities
Team Leader, Contact Centre
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.
Key Responsibilities
Operational Excellence
- 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.
Customer Escalation Management
- 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).
Team Leadership & Development
- 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 multiskilling.
- 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.
Performance, Data & Quality Monitoring
- 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.
Cross-Functional Collaboration
- 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.
Innovation & Continuous Improvement
- 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.
About You
Qualifications & Experience:
- 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.
Key Competencies
- 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
What's Next 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.
