AI-Driven Customer Operations Lead

MPS MALAYSIA SDN. BHD.; Johor Bahru; Hybrid; MYR 120,000 - 180,000; Full time

Job summary

MPS Malaysia Sdn Bhd is seeking an AI-Driven Customer Operations Lead to strengthen our regional Inside Sales Support across Malaysia and the Philippines. You will guide teams, coach performance, and drive operational excellence without sales targets.

You will monitor CRM usage, develop dashboards, and build smarter processes. This hands-on leadership role demands collaboration across locations and a strong focus on quality, coaching, and continuous improvement.

Qualifications

• At least 3 years of relevant experience with team supervision or operational leadership.
• Strong ability to guide, motivate, and develop team members.
• Experience monitoring CRM activities, customer interactions, and operational performance.

Responsibilities

• Guide and supervise Inside Sales Support teams across Malaysia and the Philippines.
• Provide day-to-day direction, support, and practical coaching.
• Monitor performance, quality, productivity, and process compliance.
• Conduct regular performance discussions and help team members overcome challenges.
• Build a collaborative, accountable, and results-oriented team culture.
• Oversee daily activities recorded in the CRM platform and ensure data accuracy.
• Identify CRM usage gaps and opportunities to improve efficiency.

Skills

Team supervision

Coaching

Operational leadership

CRM monitoring

English communication

Mandarin helpful

Tools

Salesforce

HubSpot

Zoho

Job description

Lead People. Drive Excellence. Grow with the AI Industry.

Are you a natural leader who enjoys developing people, improving performance, and creating smarter ways of working?

We are looking for an energetic and hands-on AI-Driven Customer Operations Lead to strengthen our regional Inside Sales Support (ISS) operations across Malaysia and the Philippines.

This is an exciting opportunity to build your leadership career in a technology-focused environment, where you will play a key role in guiding teams, enhancing customer engagement quality, and improving operational effectiveness.

No individual sales targets! Your focus will be on people, performance, coaching, and operational excellence.

What You'll Own

Guide and supervise ISS team members across Malaysia and the Philippines.

Provide day-to-day direction, support, and practical coaching.

Monitor individual performance, work quality, productivity, and process compliance.

Conduct regular performance discussions and help team members overcome challenges.

Build a collaborative, accountable, and results-oriented team culture.

Oversee daily activities recorded in the sales CRM platform.

Review customer interactions, lead follow-ups, task completion, and data accuracy.

Identify gaps in CRM usage, activity management, and operational processes.

Develop simple reporting dashboards and performance tracking methods.

Ensure CRM records are accurate, updated, and aligned with internal standards.

3. Champion Quality & Customer Engagement

Participate in live call observations, sit-in sessions, and interaction reviews.

Assess communication quality, professionalism, and adherence to established procedures.

Provide actionable feedback to strengthen customer engagement skills.

Establish quality benchmarks and consistent performance expectations.

Support team members in managing challenging conversations and escalations.

4. Build Smarter Processes & Training

Create and improve standard operating procedures (SOPs), workflows, and training materials.

Conduct onboarding, refresher training, and coaching workshops.

Identify recurring operational problems and introduce practical solutions.

Explore opportunities to improve efficiency through CRM features, automation, and digital tools.

Standardise working practices across regional teams.

5. Be the Go-To Person for Regional Operations

Serve as the key contact for ISS-related operational matters.

Coordinate with internal stakeholders to resolve issues promptly.

Track outstanding concerns, follow up on action plans, and ensure timely resolution.

Maintain clear communication and consistent execution between Malaysia and Philippines teams.

Provide management with meaningful operational updates and improvement recommendations.

Who Will Thrive in This Role?

We welcome candidates with a strong background in BPO, contact centres, inside sales support, customer operations, quality assurance, or team training.

What we're looking for:

At least 3 years of relevant experience, preferably with team supervision, coaching, or operational leadership exposure.

Strong ability to guide, motivate, and develop team members.

Experience monitoring CRM activities, customer interactions, and operational performance.

Excellent communication, presentation, and interpersonal skills.

Good command of English; Mandarin communication skills are advantageous for supporting relevant customer or business interactions.

Familiarity with BPO training methods, call monitoring, quality evaluation, and performance coaching.

Strong problem-solving skills and the ability to handle multiple operational priorities.

Comfortable working with colleagues and stakeholders across different locations.

You'll stand out if you have:

Experience coordinating offshore or regional teams.

Hands-on knowledge of Salesforce, HubSpot, Zoho, or other CRM platforms.

Exposure to technology, AI solutions, digital transformation, or workflow automation.

Experience leading a team through process changes or operational improvements.

MPS Malaysia Sdn Bhd (MPS) is a global provider of innovative consulting, technology, and application management and support services. We offer a wide range of solutions and services including the development, integration, implementations, hosting and full life-cycle management of industry-specific enterprise applications.

With years of industry experiences, coupled with our ability to provide efficient and cost-effective integrated solutions from our offshore centers enables MPS Solutions to offer our customers improvements in the efficiency and performance in their enterprise and e-Business environments.

A common thread across all of our capabilities and offerings is our commitment to quality. Our consultants are rigorously trained in the use of the MPS Solutions Quality Management System and committed to the continuous assessment and maturing of our processes. We conduct comprehensive testing, quality assurance and project reviews at every critical stage of development to ensure that error-free applications are deployed.

MPS strictly adheres to quality processes to ensure that our projects are delivered on time and within budget. We utilize a proven Implementation methodology, upgrade methodology, tracking tools, and Project Management Quality Assurance audits to further ensure project success. Our project managers are Project Management Institute certified PMPs.

MPS IS YOUR PARTNER FOR SUCCESS.

MPS Malaysia Sdn Bhd (MPS) is a global provider of innovative consulting, technology, and application management and support services. We offer a wide range of solutions and services including the development, integration, implementations, hosting and full life-cycle management of industry-specific enterprise applications.

With years of industry experiences, coupled with our ability to provide efficient and cost-effective integrated solutions from our offshore centers enables MPS Solutions to offer our customers improvements in the efficiency and performance in their enterprise and e-Business environments.

A common thread across all of our capabilities and offerings is our commitment to quality. Our consultants are rigorously trained in the use of the MPS Solutions Quality Management System and committed to the continuous assessment and maturing of our processes. We conduct comprehensive testing, quality assurance and project reviews at every critical stage of development to ensure that error-free applications are deployed.

MPS strictly adheres to quality processes to ensure that our projects are delivered on time and within budget. We utilize a proven Implementation methodology, upgrade methodology, tracking tools, and Project Management Quality Assurance audits to further ensure project success. Our project managers are Project Management Institute certified PMPs.