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.

Role Overview

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