APAC Assistant Manager, CS (Bilingual EN/Mandarin)

Daythree; Shah Alam; On-site; MYR 90,000 - 140,000; Full time

Job summary

Daythree in Malaysia is hiring an Assistant Manager to lead day-to-day delivery for our Malaysia customer service team, supporting a leading global insurtech client's device protection programme, while supervising Team Leaders across APAC.

This dual-scope role blends hands-on floor leadership in Malaysia with regional coordination, quality oversight, and governance reporting to ensure SLA, productivity, and service excellence across markets.

Qualifications

• Diploma or Bachelor's degree in any field.
• 3–4 years of BPO/contact centre experience with at least 2 years in a team leadership role.
• Bilingual in English and Mandarin is required.
• Experience coordinating across multiple markets and remote management.
• Must have completed the PCEIA General Insurance examination.

Responsibilities

• Lead day-to-day floor operations and staffing for Malaysia.
• Coordinate Team Leaders across APAC markets for consistency.
• Own SLA, productivity, and quality for Malaysia; report to client governance.
• Handle escalations beyond CSO authority.
• Coach CSOs and drive quality calibration.
• Run cross-market alignment calls to surface risks and share best practices.
• Own resource demand planning and roster design for Malaysia.
• Serve as the client-facing contact for Malaysia operations.
• Coordinate with Malaysia Site Lead on facilities and on-ground support.

Skills

English & Mandarin

Team leadership

SLA management

Cross-market coordination

Remote management

Education

Diploma or Bachelor's degree

Job description

Daythree in Malaysia is hiring an Assistant Manager to lead day-to-day delivery for our Malaysia customer service team, supporting a leading global insurtech client's device protection programme, while supervising Team Leaders across APAC.

This dual-scope role blends hands-on floor leadership in Malaysia with regional coordination, quality oversight, and governance reporting to ensure SLA, productivity, and service excellence across markets.