Team Manager – Contact Center (Voice, Chat & Email)
Agensi Pekerjaan Language Talent Solutions Sdn Bhd.- Posted a month 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 Manager is accountable for end-to-end performance of a multi-channel contact center team (voice, chat, email) operating 24/7. The role drives operational governance, people leadership, KPI delivery, and customer experience while ensuring compliance with company policies and client requirements.
Key Responsibilities
- Lead multiple TLs/SMEs and their associate teams; own staffing, rostering, and intraday management.
- Govern daily operations: queue health, real-time adherence, shrinkage control, occupancy, and SL attainment.
- Review performance through huddles, coaching plans, and monthly performance appraisals.
- Drive continuous improvement via RCA, CAPA, and Kaizen; standardize SOPs and playbooks.
- Manage escalations and critical incidents; ensure timely resolution and client communication.
- Partner with WFM, Quality, Training, Tech/Telephony, and HR for holistic delivery.
- Publish daily/weekly/monthly MIS and insights; track SLA risk and remediation plans.
- Ensure compliance with InfoSec, data privacy, and audit requirements.
- Create reports and presentation for internal and external stakeholders
Operational/KPI Ownership
- Service Level (SL) / Response SLAs
- AHT, FCR, Quality Score, CSAT/NPS
- Abandonment Rate, Contact Accuracy
- Schedule Adherence, Occupancy, Shrinkage
- Attrition, Absenteeism, Hiring SLAs (time-to-fill, nesting success)
Required Experience & Skills
6–10 years in Contact Center/BPO operations; 3+ years in people leadership (TL/AM/Manager).
B2 English for voice processes; excellent verbal and written communication.
Strong command of telephony, CRM and WFM tools.
Data-driven leader with proven coaching, stakeholder management, and conflict resolution.
Strong proficiency using Google and Microsoft products.
Shift Requirements
24/7 rotational shifts; nights/weekends/holidays as per business needs. Work From Office
Competencies
Client Centricity | Operational Excellence | People Leadership | Data-driven Decisions | Compliance & Risk Management
Spotlight
- Annual leaves, Health & insurance, Health insurance
School Certificate / N or O-Level, Diploma, Bachelors/ Degree
More Info
Key Skills
"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"
"Reporting & Analytics"
"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"
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