Contract L1 Customer Service Supervisor (Call Centre) Jobs, Salary up to MYR 3,100 + bonus in Agensi Pekerjaan Cornerstone Global Partners (Malaysia) WP Kuala Lumpur - Maukerja

2–4 years in BPO / Contact Centre, with L1 operations experience

1-2 years in supervisory role

Strong understanding of ticket triaging and escalation frameworks

Experience in multi-channel support (chat/call/email)

Exposure to fintech / regulated environments preferred

Must be able to work flexible rotational shifts and manage team coverage across all operating hours

Responsible for ensuring adequate staffing coverage per shift

Oversee daily L1 operations (chat, voice, email) for Fintech

Ensure agents strictly follow SOP-based handling and escalation frameworks

Monitor SLA, queue health, and backlog for L1 tickets

Validate that cases are: Resolved at L1 where applicable, Escalated to L2/L3 accurately and timely

Manage L1 escalations (within BPO scope only) before routing to internal teams

Conduct daily briefings, coaching, and performance reviews

Ensure compliance with regulatory and data handling requirements

Track and report L1 performance metrics and escalation trends

Identify gaps in SOP adherence and drive process discipline improvements

Coordinate with internal Ops teams on handover quality for escalations