Manage daily call centre operations (inbound, outbound, or blended).
Set, monitor, and enforce KPIs (AHT, ASA, abandonment rate, QA scores, conversion rates, SLAs).
Ensure call volumes are handled efficiently and service levels are met.
Analyse reports and take corrective action where performance drops.
Optimise staffing, shifts, and workloads.
Recruit, train, coach, and discipline call centre staff.
Conduct performance reviews and manage poor performance.
Build a high-accountability, results-driven team culture.
Handle escalations, misconduct, absenteeism, and attrition.
Ensure agents comply with scripts, policies, and procedures.
Oversee call monitoring and quality assurance processes.
Implement continuous improvement initiatives based on QA findings.
Ensure professional handling of complaints and escalations.
Maintain consistent service standards across all agents.
Ensure compliance with labour law, POPIA, CPA, FAIS (if applicable), and internal policies.
Ensure call recordings, data handling, and customer interactions meet legal requirements.
Work closely with Risk & Compliance on audits and controls.
Enforce disciplinary processes where compliance breaches occur.
Manage call centre systems (PBX, CRM, diallers, call recording).
Produce regular management reports (daily, weekly, monthly).
Use data to drive operational decisions.
Liaise with IT and vendors on system issues or upgrades.
Report to senior management on performance and risks.
Coordinate with HR, IT, Finance, and Compliance.
Manage third-party service providers where applicable.
RequirementsQualifications
Diploma or Degree in Business Management, Operations, HR, or related field (preferred).
Minimum 3–5 years’ experience in a call centre environment.
At least 2 years in a management or supervisory role.
Proven experience managing performance metrics and teams.
Strong leadership and people-management skills.
Solid understanding of call centre KPIs and reporting.
High attention to detail and strong compliance mindset.
Ability to make tough decisions and enforce standards.
Excellent communication and conflict-resolution skills.
Comfortable working under pressure and meeting targets.
Benefits
Skills Required
- Minimum 3-5 years' experience in a call centre environment
- At least 2 years in a management or supervisory role
- Diploma or Degree in Business Management, Operations, HR, or related field
What We Do
TSL Legal is a boutique law firm based in Kuala Lumpur, Malaysia, providing corporate & commercial advisory, international arbitration, private client disputes & advisory, probate, wills, estate matters, restructuring, insolvency, shipping, maritime, international trade services, and debt book management and collections.
