Assistant Manager, Call Centre

UM Specialist Centre; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A prominent healthcare provider in Kuala Lumpur is seeking an Assistant Manager for their Call Centre. The role involves leading operations, managing multichannel queries, and developing a high-performing team. Candidates should have 5-7 years in customer service, with at least 3 years in a leadership role. This position offers competitive compensation, medical coverage, and opportunities for professional growth within a supportive work culture.

Benefits

Competitive salary and performance-based bonuses

Comprehensive medical and insurance coverage

Career progression opportunities

Flexible work arrangements

Qualifications

• 5–7 years’ experience in a contact centre or customer service environment.
• Minimum 3 years in a supervisory or leadership role.
• Proficient with contact centre systems.

Responsibilities

• Lead daily Call Centre operations to meet SLAs and KPIs.
• Manage multichannel enquiries efficiently.
• Coach and mentor Team Leaders and agents.

Skills

Strong leadership

Coaching and team development

Excellent communication in English and Bahasa Malaysia

Analytical decision-making

Education

Bachelor’s Degree in Communications or related field

Tools

IVR systems

CRM systems

Microsoft Office

Workforce Management tools

Job description

Overview

UMSC is expanding our Call Centre leadership team, and we are seeking a dynamic Assistant Manager who is passionate about delivering outstanding patient experience. This role offers the opportunity to lead a high-performing team, improve service standards, and make a real impact on patient care.

What You Will Do

• Lead daily Call Centre operations to meet SLAs, KPIs, and service standards.
• Manage multichannel enquiries (calls, emails, live chat) efficiently and empathetically.
• Oversee workforce planning, scheduling, and shift coverage.
• Coach and mentor Team Leaders and agents to drive performance and service excellence.
• Handle complex escalations and implement continuous improvements.
• Analyse performance data and provide actionable insights to management.
• Ensure compliance with hospital policies, PDPA, and business continuity requirements.

Qualifications & Requirements

• Bachelor’s Degree in Communications, Business Administration, Healthcare Management, or related field.
• 5–7 years’ experience in a contact centre or customer service environment; healthcare or hospitality preferred.
• Minimum 3 years in a supervisory or leadership role managing multichannel operations.
• Strong leadership, coaching, and team development skills.
• Proficient with contact centre systems (IVR, CRM, WFM, QA tools) and Microsoft Office.
• Excellent communication skills in English and Bahasa Malaysia.
• Analytical, proactive, and able to make decisions under pressure.
• Willing to work rotating shifts, weekends, and public holidays.

What we offer

• Competitive salary and performance-based bonuses
• Comprehensive medical and insurance coverage
• Opportunities for career progression and professional development
• Supportive and collaborative work culture
• Flexible work arrangements and work-life balance initiatives