Call Centre Team Leader

🚀 Call Centre Team Leader | Kuala Lumpur

We’re looking for an experienced Call Centre Team Leader to lead a high-performing customer service team within a fast-paced digital banking environment.

What You’ll Do

* 👥 Lead, coach and motivate Call Centre Agents
* 📊 Monitor KPIs including CSAT, AHT, FCR, quality, productivity & service levels
* 🎯 Drive team performance and operational targets
* 📞 Handle escalated customer enquiries and complex cases
* 🛡️ Ensure compliance with SOPs, policies and regulatory requirements
* 📈 Identify performance gaps and implement improvement initiatives
* 🤝 Collaborate with QA, Training, WFM and Operations teams

What We’re Looking For

* Experience in Call Centre / Contact Centre operations
* Proven experience in team leadership and people management
* Strong understanding of contact centre KPIs
* Good problem-solving, communication and coaching skills
* Comfortable working in a high-volume, fast-paced environment
* Banking or financial services experience is an advantage