Opportunity Description
Location: Malaysia
Language requirement : Mandarin + English
Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office
Band / Designation: Team Lead
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 u...
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