Assistant Manager

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

(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 elevate 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