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In U Mobile, we drive business success through people in a fun environment.

If you believe you have the passion, trustworthiness, full of inspiration, innovativeness and creativity to contribute as part of a dynamic team, you have come to the right place!

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Executive – Contact Centre (Team Lead)
Division: Marketing Division
Location: Berjaya Times Square
Job Purpose

Responsible to ensure Contact Centre operations are running smoothly for 24 hrs. x 7 days a week. Team Leaders works on 24 hrs x 7 days shift and aside from having an overall responsibility of floor management while on duty, they are also responsible for the performance of a dedicated team reporting under them.

Key Accountabilities

  • Managing the daily running of the operation i.e. adherence of schedule, attendance, scheduling, floor management, real time performance management etc.
  • Handling all escalation i.e. call back, demand to speak to supervisor, complain etc., and provide guidance to CSE i.e. clarification, resources, difficult or complex problems etc.
  • Conducts briefings or training to communicate product services information, work procedure, company policies, performance updates, gather feedback from CSE etc.
  • Providing feedback to immediate manager on individual team members, working with manager on performance improvement of individuals and the team as a whole.
  • Manages team performance in accordance to KPI i.e. discipline, productivity, efficiency, quality etc.

Key Experiences and Qualifications

  • Minimum 5 years’ experience in customer service and 2 years’ experience in team leading position.
  • Preferably from Telco environment.
  • Able to use Microsoft Office and contact center system with knowledge in contact center metrics and attention to details.
  • Able to work on rotation shift working hours i.e. rotation on 24 hours x 7 days shift.
  • Immediate permanent positions available.