AI-Driven Enterprise Contact Center Transformation Lead

Michael Page

Kuala Lumpur

On-site

MYR 240,000 - 360,000

Full time

4 days ago

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Benefits offered by this job

Senior exposure

AI-driven tools

Ground-up build

Attractive remuneration

Job summary

Michael Page is partnering with a leading organisation in Kuala Lumpur to establish a brand-new enterprise contact centre and modernise customer service operations. You will design the operating model, service strategy, and customer journeys across channels.

You’ll lead end-to-end delivery, workforce planning, SLA management, and vendor relationships, drive AI-enabled tools, and report performance to senior leadership, with strong career growth and an attractive remuneration package.

Qualifications

Bachelor's degree in a relevant field.
8+ years in contact centre operations or service delivery.
4+ years leadership in contact centre transformation.
Proven success in building or redesigning contact centres.

Responsibilities

Establish a brand-new enterprise contact centre.
Design operating model, service strategy, and customer journeys across channels.
Translate business requirements into operational and technology solutions.
Lead implementation, launch readiness, and training initiatives.
Establish workforce planning, forecasting, scheduling and capacity management.
Monitor SLA, response time, resolution rate and customer satisfaction.
Oversee day-to-day service delivery across voice, chat and digital channels.
Manage internal teams, outsourced partners and vendor relationships.
Drive adoption of AI-enabled tools and automation.
Ensure governance, risk, compliance and business continuity.