Job Description

Senior Team Leader – Contact Centre (General Insurance)

Location: Kuala Lumpur, Malaysia
Employment Type: Full-time
Industry: General Insurance / Contact Centre Operations
Search Type: Confidential

About the Opportunity (Confidential)

We are supporting a well-established general insurance group to appoint a Senior Team Leader, Contact Centre to lead and grow a high-performing customer and sales operations team in Kuala Lumpur.

This role is ideal for an experienced contact centre leader with a strong general insurance background, proven people management capability, and a hands-on approach to driving sales performance, service quality, and regulatory compliance

Reporting to the Contact Centre Manager, the Senior Team Leader will be responsible for overseeing daily contact centre operations, leading a team of Relationship Officers, and ensuring consistent achievement of sales targets, service KPIs, and compliance standards

Key Responsibilities

• Lead, coach, and motivate a team of Relationship Officers to deliver excellent customer service, sales performance, and client retention

• Plan and manage daily manpower scheduling to ensure service continuity and handle calls directly during peak periods or manpower shortages

• Oversee day-to-day contact centre operations and workflow to ensure business continuity and operational efficiency

• Conduct regular quality monitoring on live and recorded calls; provide structured coaching and feedback to enhance customer experience

• Recruit, train, and develop team members; identify skill gaps and design relevant training materials, scripts, and coaching plans

• Manage sales campaigns and collaborate with internal and external stakeholders to improve lead quality, conversion rates, systems, and operational effectiveness

• Handle escalated customer complaints and sales disputes professionally and promptly

• Ensure full compliance with PDPA, regulatory requirements, data confidentiality, and telemarketing guidelines

• Perform administrative and people management duties, including performance reviews, sales reporting, commission tracking, and attendance management

• Drive achievement of individual and team sales targets, KPIs, and overall business objectives

• Undertake ad-hoc duties as required by management

Candidate Requirements

• Diploma or higher qualification

• Minimum 5 years of relevant experience in a contact centre environment, including supervisory or team leadership responsibilities

• Prior experience within the general insurance industry is required

• Mandatory insurance certifications (e.g. BCP, PGI or equivalent)

• Proficient in Microsoft Office applications (Word, Excel, etc.); exposure to AS400 systems is an advantage

• Strong leadership, people management, interpersonal, and communication skills

• Energetic, results-driven, customer-focused, and sales-oriented mindset

• Ability to work under pressure, independently, and collaboratively in a fast-paced environment

Working Arrangement & Benefits

• 5-day work week (Monday to Friday, office hours)

• Competitive remuneration package, including base salary and performance-based incentives

• Comprehensive benefits covering annual leave, medical and dental, group hospitalization, personal accident, and insurance coverage