ASSISTANT MANAGER, CONTACT CENTRE

CTOS; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

CTOS Malaysia is seeking an Assistant Manager, Contact Centre to lead day-to-day operations and drive customer experience, operational efficiency and people performance in line with business goals.

You will develop Team Leaders, coach agents, and implement initiatives across CRM, chatbot and automation while ensuring compliance, quality and timely resolutions for escalated cases, with a focus on continuous improvement.

Qualifications

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

Responsibilities

• Oversee daily contact centre operations to meet service levels, productivity, and quality targets.
• Lead complaints management team with coaching and performance KPIs.
• Manage escalations, analyze trends, and drive improvement with QA.
• Ensure QA/compliance and data privacy.

Skills

Customer-Centric Mindset

Leadership & People Management

Communication & Interpersonal Skills

Analytical & Problem-Solving Skills

Operational Excellence

Resilience & Adaptability

Process Improvement & Continuous Dev

Stakeholder Management

Strategic Thinking

Education

Bachelor's degree

Tools

Genesys

ServiceNow

Salesforce

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.

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

Thisrole plays a critical leadership role in translating contact centre strategyinto consistent day-to-day execution ensuring customer experience, operationalefficiency and people performance are aligned with business goals. The AssistantManager, Contact Centre is accountable for operational stability, sustainedservice 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 apeople leader and change enabler, this role develops capable Team Leaders andagents through clear expectations, coaching and a disciplined, customer-centricculture. The role supports change initiatives including system enhancements(CRM, chatbot, automation), process standardisation, policy updates and newservice rollouts, ensuring effective adoption without compromising servicequality or compliance.

KEY RESPONSIBILITIES

• Contact Centre Operations &Performance Management: Oversee and support daily contact centre operations to ensure service levels, productivity, and quality targets areachieved. Monitor real-time and historical performance against KPIs,identify operational gaps or risks and implement timely corrective actions.To maintainoperational readiness, maximise capacity efficiency, maintain operationalresilience and ensure consistent service delivery across all customercontact channels. Develop and deliver comprehensive management reportsdetailing complaint trends, performance analytics and service improvementoutcomes.
• Leadership & Supervision: Providestrategic direction, motivation and guidance to the complaints managementteam to achieve and exceed defined performance KPIs. Champion a culture ofservice excellence, accountability and continuous improvement whileensuring full adherence to quality, service level and productivitystandards.
• Customer Experience & EscalationManagement: Serve as the escalation point for complex orsensitive customer cases, ensuring issues are handled professionally andresolved within agreed timelines. Analyse customer feedback and complainttrends to identify root causes and improvement opportunities, while collaboratingwith Quality Assurance to enhance service consistency and overall customerexperience.
• Quality Assurance & Compliance: Ensurecompliance with internal policies, SOPs, and regulatory requirements byreviewing QA and compliance reports, driving corrective actions, andsupporting audit activities. Reinforce data privacy, security, and ethicalhandling of customer information to maintain service integrity andregulatory standards.
• Process Improvement & ChangeEnablement: Identify operational inefficiencies anddrive process, system, and workflow improvements. Support theimplementation of new tools, automation, and standardised best practices,while acting as a change champion to ensure smooth adoption withoutcompromising service levels.

• Stakeholder Collaboration: Partner withcross-functional teams and external vendors to expedite resolution, eliminatebarriers and drive alignment on customer experience objectives. Influence andcollaborate effectively across departments to ensure customer-centric outcomes.
• Performance Management: Monitor keyperformance indicators, turnaround times and service recovery outcomes. Provideongoing coaching, feedback and performance development to ensure the teamdemonstrates professionalism, ownership and responsiveness in all interactions.

WHAT DOES IT TAKE TO BE SUCCESSFUL

QUALIFICATIONS

• Bachelor’s degree in Business, Communications, orrelated field.
• Strongleadership, analytical and communication skills.
• Proficiency in CRM orticketing tools (e.g., Genesys, ServiceNow, Salesforce)
• Experience in regulated industriessuch 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 experiencein a managerial role.
• Skilled in coaching, feedback delivery andteam development to strengthen frontline service quality andprofessionalism.
• 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, orretention campaigns is an added advantage, including familiarity with sales orconversion metrics.

SKILLS & COMPETENCIES

• Customer-Centric Mindset: Strong commitment to delivering exceptionalcustomer experiences through empathy, accountability and proactiveproblem-solving.
• Leadership & PeopleManagement: Proven ability to lead,coach and motivate teams to achieve performance excellence, fosterengagement and build a customer-focused culture.
• Communication &Interpersonal Skills: Excellent verbaland written communication skills with the ability to manage sensitiveinteractions, influence stakeholders and present insights to seniormanagement
• Analytical &Problem-Solving Skills: Stronganalytical thinking with the capability to interpret data, identify trendsand implement effective solutions to complex service challenges.
• Operational Excellence: Ability to manage multiple priorities and ensureoperational efficiency through structured planning, resource allocationand performance monitoring.
• Resilience &Adaptability: Ability to perform underpressure, manage challenging situations with composure and adapt quicklyto organizational or operational changes.
• Process Improvement& Continuous Development: Evaluatingend-to-end processes, identifying improvement opportunities and drivinginitiatives that enhance service delivery and reduce complaint recurrence.
• Stakeholder Management:Strong collaboration skills with the ability tobuild relationships and work effectively across departments, vendors and seniormanagement to achieve resolution outcomes.
• Strategic Thinking:Forward-looking mindset with the ability totranslateinsights into long-term service improvement strategies that align with businessgoals.