AI-generated summary
- Lead and coach multi-channel agents, run ops, resolve escalations, deliver KPIs.
- Fast-evolving engagement centre with cross-functional exposure and growth potential.
- Improve customer satisfaction and grow into broader roles across the company!
Undisclosed
Job Description
Summary:
We are looking for a talented individual to oversee a team of agents providing multi-channel customer support (inbound and outbound calls). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver — supporting agents in complaint handling, order and return processing, and customer satisfaction improvement. This position requires strong background in call centre operations, effective leadership, analytical thinking and cross-functional collaboration. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company.
Responsibilities:
Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence
Monitor and manage day-to-day operations across all communication channels
Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution
Review team and individual performance data, identify trends, and drive continuous improvement
Prepare and present daily/weekly/monthly performance reports
Create concise and impactful operational briefing decks for stakeholder meetings
Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives
Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement
Manage team schedules, attendance, and adherence to shift timings
Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines
Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics
Foster a positive, inclusive, and high-performing team culture
Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching
Job Requirements
Company Benefits
Optical coverage
Employees have access to claim for prescription glasses and contact lenses.
Employee assistance program
Employees have access to employee assistance on challenges related to work, family, relationships and finances.
Health screening program
Employees can enjoy the benefits of comprehensive health screening at any clinic of their choice.
Bonuses
Our bonus programs reward our people for their achievements and their contributions to our business.
Recognition awards
Our recognition program involves both monetary and non-monetary awards which can be endorsed by fellow colleagues.
Performance equity
Our leadership equity grants are awarded to recognize exceptional performance or a significant career milestone.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Company Profile
Accenture Malaysia
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