Assistant Manager Contact Centre

CTOS; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading credit reporting agency in Kuala Lumpur seeks an Assistant Manager for its Contact Centre. This role demands a capable leader to ensure service excellence, operational efficiency, and compliance with standards. Key duties include managing daily operations, addressing customer escalations, and implementing continuous improvement initiatives. A bachelor's degree and strong experience in customer service are essential, alongside skills in CRM systems. Join a dynamic team focusing on customer satisfaction and performance development.

Qualifications

• 5+ years of experience in customer service or contact centre operations with at least 2 years in a managerial role.
• Strong leadership, analytical and communication skills.
• Proficient in CRM systems and ticketing tools.

Responsibilities

• Oversee daily contact centre operations and ensure performance targets are met.
• Provide strategic direction and motivation to the team.
• Serve as an escalation point for complex customer cases.

Skills

Customer-Centric Mindset

Leadership & People Management

Communication & Interpersonal Skills

Analytical & Problem-Solving Skills

Operational Excellence

Education

Bachelor’s degree in Business, Communications, or a related field

Tools

CRM or ticketing tools (e.g., Genesys, ServiceNow, Salesforce)

Job description

We are Malaysia’s leading Credit Reporting Agency (CRA) and we are aggressively expanding our business, and looking for dynamic, driven and motivated individuals to join our team. Our Direct‑To‑Consumer segment (D2C), is one of our fastest growing product areas in the market, with an abundance of expansion plans and innovative ideas on hand.

ROLE OVERVIEW

This role plays a critical leadership role in translating contact centre strategy into consistent day‑to‑day execution ensuring customer experience, operational efficiency and people performance are aligned with business goals. The Assistant Manager, Contact Centre is accountable for operational stability, sustained service levels and continuous improvement across all customer contact channels, while serving as the first line of managerial control for performance risks, customer escalations and service failures through early trend identification, root‑cause analysis and corrective actions.

As a people leader and change enabler, this role develops capable Team Leaders and agents through clear expectations, coaching and a disciplined, customer‑centric culture. The role supports change initiatives including system enhancements (CRM, chatbot, automation), process standardisation, policy updates and new service rollouts, ensuring effective adoption without compromising service quality or compliance.

KEY RESPONSIBILITIES

• Contact Centre Operations & Performance Management: Oversee and support daily contact centre operations to ensure service levels, productivity, and quality targets are achieved. Monitor real‑time and historical performance against KPIs, identify operational gaps or risks and implement timely corrective actions. To maintain operational readiness, maximise capacity efficiency, maintain operational resilience and ensure consistent service delivery across all customer contact channels. Develop and deliver comprehensive management reports detailing complaint trends, performance analytics and service improvement outcomes.
• Leadership & Supervision: Provide strategic direction, motivation and guidance to the complaints management team to achieve and exceed defined performance KPIs. Champion a culture of service excellence, accountability and continuous improvement while ensuring full adherence to quality, service level and productivity standards.
• Customer Experience & Escalation Management: Serve as the escalation point for complex or sensitive customer cases, ensuring issues are handled professionally and resolved within agreed timelines. Analyse customer feedback and complaint trends to identify root causes and improvement opportunities, while collaborating with Quality Assurance to enhance service consistency and overall customer experience.
• Quality Assurance & Compliance: Ensure compliance with internal policies, SOPs, and regulatory requirements by reviewing QA and compliance reports, driving corrective actions, and supporting audit activities. Reinforce data privacy, security, and ethical handling of customer information to maintain service integrity and regulatory standards.
• Process Improvement & Change Enablement: Identify operational inefficiencies and drive process, system, and workflow improvements. Support the implementation of new tools, automation, and standardised best practices, while acting as a change champion to ensure smooth adoption without compromising service levels.
• Stakeholder Collaboration: Partner with cross‑functional teams and external vendors to expedite resolution, eliminate barriers and drive alignment on customer experience objectives. Influence and collaborate effectively across departments to ensure customer‑centric outcomes.
• Performance Management: Monitor key performance indicators, turnaround times and service recovery outcomes. Provide ongoing coaching, feedback and performance development to ensure the team demonstrates professionalism, ownership and responsiveness in all interactions.

WHAT DOES IT TAKE TO BE SUCCESSFUL

QUALIFICATIONS

• Bachelor’s degree in Business, Communications, or related field.
• Strong leadership, analytical and communication skills.
• Proficiency in CRM or ticketing tools (e.g., Genesys, ServiceNow, Salesforce)
• Experience in regulated industries such as banking, telecommunications or insurance is an advantage.

WORK EXPERIENCE

• 5+ years of experience in customer service, complaint management or contact centre operations with 2 years experience in a managerial role.
• Skilled in coaching, feedback delivery and team development to strengthen frontline service quality and professionalism.
• Proven experience managing service delivery, customer experience, and operational KPIs.
• Hands‑on experience handling customer escalations, performance coaching and quality improvement initiatives.
• Exposure to sales, upselling, cross‑selling, or retention campaigns is an added advantage, including familiarity with sales or conversion metrics.

SKILLS & COMPETENCIES

• Customer‑Centric Mindset: Strong commitment to delivering exceptional customer experiences through empathy, accountability and proactive problem‑solving.
• Leadership & People Management: Proven ability to lead, coach and motivate teams to achieve performance excellence, foster engagement and build a customer‑focused culture.
• Communication & Interpersonal Skills: Excellent verbal and written communication skills with the ability to manage sensitive interactions, influence stakeholders and present insights to senior management.
• Analytical & Problem‑Solving Skills: Strong analytical thinking with the capability to interpret data, identify trends and implement effective solutions to complex service challenges.
• Operational Excellence: Ability to manage multiple priorities and ensure operational efficiency through structured planning, resource allocation and performance monitoring.
• Resilience & Adaptability: Ability to perform under pressure, manage challenging situations with composure and adapt quickly to organizational or operational changes.
• Process Improvement & Continuous Development: Evaluating end‑to‑end processes, identifying improvement opportunities and driving initiatives that enhance service delivery and reduce complaint recurrence.
• Stakeholder Management: Strong collaboration skills with the ability to build relationships and work effectively across departments, vendors and senior management to achieve resolution outcomes.
• Strategic Thinking: Forward‑looking mindset with the ability to translate insights into long‑term service improvement strategies that align with business goals.