Assistant Manager

Daythree Business Services; Shah Alam; On-site; MYR 60,000 - 100,000; Full time

Job summary

Daythree Business Services in Shah Alam, Selangor, Malaysia is hiring an Assistant Manager to lead day-to-day delivery for our Malaysia customer service team. You will oversee a dual-scope role, combining hands-on floor leadership with regional coordination across APAC to ensure quality and SLA compliance.

The ideal candidate has a Diploma or Bachelor's degree, 3-4 years in BPO, and at least 2 years in a supervisory role, with fluency in English and Mandarin.

Qualifications

• Diploma or Bachelor's degree in any field.
• Min 3-4 years of BPO/contact centre experience, including at least 2 years in a team leadership or supervisory role, with prior exposure to multi-market or multi-site coordination strongly preferred.
• Bilingual in English & Mandarin is required.
• Proven track record managing SLA, quality, and productivity targets across a queue.
• Demonstrated ability to manage remotely or influence without direct authority, given the cross-market TL oversight component.
• Willing to work rotating shifts, hours TBC, Monday to Sunday, including public holidays, with flexibility for cross-time zone coordination calls with other APAC markets.
• Must have successfully completed and passed the PCEIA General Insurance examination

Responsibilities

• Manage daily floor operations and resourcing for the Malaysia queue, functioning as the site's Team Leader
• Oversee and coordinate Team Leaders across other APAC markets on this account, ensuring consistent process, quality, and SLA standards regionally
• Own SLA, productivity, and quality performance for Malaysia; report into client governance cadence alongside regional performance visibility
• Handle escalations beyond CSO or Senior CSO resolution authority
• Coach and performance-manage Malaysia CSOs and the Senior CSO; drive quality calibration
• Run cross-market alignment calls or checkpoints with Team Leaders in other markets to surface risks, share best practice, and flag inconsistencies before they reach client governance
• Own resource demand planning and roster design for Malaysia
• Act as the first point of client-facing contact for day-to-day Malaysia operational queries, and escalates regional issues per the account governance structure
• Coordinate with the Malaysia Site Lead on local site matters, facilities, and on-ground support

Skills

Team Leadership

SLA Management

Multi-market Coordination

Customer Service

Education

Diploma or Bachelor's degree

Job description

Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Daythree Business Services - Shah Alam, Selangor

(Bilingual in English & Mandarin is required)

About the Role

We are 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 also overseeing Team Leaders across multiple markets in APAC. This is a dual-scope role: hands-on floor leadership in Malaysia, combined with regional coordination and quality oversight across other markets in the account.

What You'll Do

• Manage daily floor operations and resourcing for the Malaysia queue, functioning as the site's Team Leader
• Oversee and coordinate Team Leaders across other APAC markets on this account, ensuring consistent process, quality, and SLA standards regionally
• Own SLA, productivity, and quality performance for Malaysia; report into client governance cadence alongside regional performance visibility
• Handle escalations beyond CSO or Senior CSO resolution authority
• Coach and performance-manage Malaysia CSOs and the Senior CSO; drive quality calibration
• Run cross-market alignment calls or checkpoints with Team Leaders in other markets to surface risks, share best practice, and flag inconsistencies before they reach client governance
• Own resource demand planning and roster design for Malaysia
• Act as the first point of client-facing contact for day-to-day Malaysia operational queries, and escalates regional issues per the account governance structure
• Coordinate with the Malaysia Site Lead on local site matters, facilities, and on-ground support

What We're Looking For

• Diploma or Bachelor's degree in any field
• Min 3-4 years of BPO/contact centre experience, including at least 2 years in a team leadership or supervisory role, with prior exposure to multi-market or multi-site coordination strongly preferred
• Bilingual in English & Mandarin is required
• Proven track record managing SLA, quality, and productivity targets across a queue
• Demonstrated ability to manage remotely or influence without direct authority, given the cross-market TL oversight component
• Comfortable operating with a remote/overseas reporting line and strong self-management
• Willing to work rotating shifts, [hours TBC], Monday to Sunday, including public holidays, with flexibility for cross-time zone coordination calls with other APAC markets
• Must have successfully completed and passed the PCEIA General Insurance examination

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