Soft skills are increasingly recognized as critical determinants of job performance in service-intensive industries, particularly in call centres where employee-customer interactions are central to organizational success. This study investigates the relationship between selected soft skills (communication skills, team player skills, and problem-solving skills) and employees’ job performance among call centre operators in Klang Valley, Malaysia. Adopting a quantitative cross-sectional research design, data were collected from 150 call centre employees through a structured questionnaire. The findings, analysed using Pearson correlation and multiple regression, reveal significant positive associations between all three soft skill dimensions and job performance. The findings reveal that while all soft skills contribute positively to performance, communication skills stand out as the most significant predictor of job performance, underscoring the necessity for organizations to prioritize training in this area. These results underscore the need for organizations to integrate soft skills development into employee training and performance management systems. The study contributes to the limited empirical literature on soft skills in the Malaysian service sector and offers practical implications for human resource practices, particularly in the recruitment, development, and retention of high-performing call centre personnel.