Team Leader, Contact Centre

Talent Attraction Specialist at U Mobile

Location : Kuala Lumpur, Malaysia 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

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. 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). 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 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. 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. 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. Seniority level

Mid-Senior level Employment type

Full-time Job function

Information Technology Industries

Telecommunications

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