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Agensi Pekerjaan Language Talent Solutions Sdn Bhd.

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

Agensi Pekerjaan Language Talent Solutions Sdn Bhd.
Kuala Lumpur
8-10 Years
MYR 10,500 - 12,500 per month
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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

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

Job ID: 148434581

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Last Updated: 08-06-2026 08:45:43 AM
Homejobs in Kuala LumpurTeam Manager – Contact Center (Voice, Chat & Email)

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Skills:

Trainer, Call Centers, Mandarin, Cantonese, Management Skill, "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"