Senior Training – Contact Center

Location: Kuala Lumpur

Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office

Role Overview

The Team Lead/SME is responsible for managing daytoday contact center operations and leading a team of associates supporting inbound and outbound voice, chat, and email interactions. The role ensures consistent delivery of SLA, quality, and productivity targets while driving people development, compliance, and continuous improvement in alignment with standards.

Key Responsibilities

Lead, coach, and supervise agents handling voice, chat, and email contacts.

Ensure achievement of operational KPIs including Service Level (SL), AHT, FCR, Quality, CSAT/NPS, adherence, and productivity.

Provide real-time floor support, handle escalations, and support queue management.

Conduct regular coaching sessions, performance reviews, and development plans for team members.

Contribute to overall agent development through mentoring, refresher coaching, and skill-building initiatives.

Analyze team performance data; identify trends, risks, and improvement opportunities; implement action plans.

Ensure strict adherence to processes, InfoSec requirements, and client guidelines.

Support onboarding, nesting, and process transitions in collaboration with Training, QA, and SMEs.

Deliver end-of-day training and assessment summaries where applicable; track training effectiveness against KPIs.

Required Experience & Skills

2–5 years of experience in Contact Center / BPO operations as a trainer

Proficient in English (B2- Level) (verbal and written)

Advanced interpersonal, time management, and organizational skills

Able to adapt quickly to changes in verticals (policies/guidelines) and learn new processes, concepts, and skills

Excellent organizational skills and detail-oriented approach to problem solving

Excellent communication across all levels in a dynamic environment

Ability to manage multiple tasks simultaneously and thrive in a complex, fast-paced environment with multiple priorities

Understanding business processes and ability to identify improvement methods

Understanding of departmental policies and procedures

Proven presentation and communication skills/content creation (Learning Ambassador/Policy Expert/Events Team/Media Team)

Analytical with strong problem-solving and troubleshooting skills; mature judgment and structured decision-making

Strong attention to detail with a desire to deliver accurately, efficiently, and to a high standard

Highly motivated; able to thrive in a fast-paced, high energy, team-oriented environment

Analyzing, develop, and improve technical/training materials and curriculums

Strong proficiency using Google Workspace and Microsoft Office

Experience with confidential information collection and management (preferable)

Strong Microsoft Excel knowledge (PivotTables, charts, statistical functions)

Shift Requirements

Willingness to work in 24/7 rotational shifts during business requirements; Work from Office

Competencies

Client Centricity | People Leadership & Talent Development | Process & Delivery Excellence| Analytical & DataDriven Decision Making | Compliance & Risk Awareness