Contact Centre Voice Team Leader   (Vacancy Closed)

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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
    o Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
    o Bronze Winner in Cross-Generational Workforce Engagement (2024)
    o 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

Job Summary

  • To provide quality and efficient service to customers throughout the daily management of a team averaging of 15 – 20 agents.
  • TLs are required to perform coaching, counselling and problem solving to manage the performance of the agents reporting to them.
  • Additionally, the position is responsible to assist the Team Manager (TM) with development plans, analysis and implementation of training, scheduling, rewards and recognition programs.

Job Responsibilities
  • Manage the day-to-day operations of the call centre by ensuring the availability of agents to handle the incoming call arrival.
  • Perform Real-time Floor Management by managing agents on long handling time i.e. talk time, wrap up time, hold time. Flag up to agents during situation and crisis (Outages / Service Downtime).
  • Manage the staff adherence to schedule by monitoring the punctuality, unscheduled break as well as meal break time.
  • Manage the attendance and make decision if additional agents are required.
  • Ensure CSE have appropriate training and the resources to perform their jobs. Work with training team on the gaps.
  • Provide coaching, counselling, direction and resolution to agents on call handling skills.
  • Conduct daily team briefing, share case studies (best practises / learning) to team members daily before start of shift. Also use the session to provide brief update on product launches, happenings and gather feedback from CSEs.
  • Provide feedback to immediate manager on individual agent’s performance. Work with TM for performance improvement, individual or team as a whole.
  • Responsible on managing CSEs performance by ensuring calls are handled efficiently and effectively.
  • Manage agent individual performance, perform monthly one-to-one session to agent to provide feedback on their performance.
  • Attend to 1st level escalations – calls transfers from agents. Handle irate/difficult customers.
  • •Perform call quality evaluation and provide periodical feedback to individual CSE on their call quality.
  • Work as member of special or ongoing projects (i.e. process improvements) that contributes to the wellbeing of the call centre operations.


About You
• Preferable graduate with Diploma at least 3 years’ experience in call centre environment or customer service, of which 1 year experience in team lead position.
• Passionate in delivering excellent customer experience.
• Good communications and negotiation skill.
• Good organisational and sense of urgency.
• Good leadership skill and ability to solve problems.
• Willing to work on rotation shift i.e. rotation from 8am-12am x 7 days shift.
• Telecommunication background would be an added advantage.

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.