Assistant Manager - Operations

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading contact center service provider in Kuala Lumpur seeks an Assistant Manager to oversee team operations, enhance service quality, and manage performance metrics. The ideal candidate has significant leadership experience, strong communication skills, and is proficient in essential software. Attractive salary of RM4,500 – RM4,700, plus benefits such as annual leave and medical coverage are included.

Benefits

Attractive salary

Performance-related bonus

Annual Leave 15 days

Medical and hospitalization coverage

Qualifications

• At least one year experience as an Assistant Manager in related job.
• Experience of leading a team of at least 15 members.
• Background in Electronics, communications, or management preferred.

Responsibilities

• Manages daily operation of the team and reports to leadership.
• Conducts regular meetings to maintain communication.
• Ensures accurate information is provided to customers.

Skills

Windows OS

Windows Office

MS Outlook

Typing speed above 40 wpm

Native level language proficiency

Leadership experience

Team management

Education

Graduate from college or above

Tools

Excel

Chrome

Internet Explorer

Job description

Job Description

Responsibilities

• Manages the daily operation of the team; reports the business management status to the leadership and discloses it to the team members in a timely manner.
• Communicates with the team members and answers their questions.
• Manages all problems of the team in a closed loop.
• Each Team Leader must handle the business of the agent team that he/she leads in the role of an agent at least once a month, to know the business development trend and the problems that their team members might encounter and develop standard problem‑solving ideas and procedures.
• Has the sense of time management, performs time planning for each type of business, and exports business schedules.
• Support the Contact Centre in achieving its agreed service levels, Quality Standards and any other KPIs as communicated by Operations.
• Responsible in molding and guiding team members to achieve departmental goals and targets.
• Daily operational review of individual desk and able to provide justification for failures (if any).
• Respond to questions from all members in a timely and professional manner, regardless of their skill level, attitudes, requests, or demands.
• Provide topics of discussion to maintain the natural flow of the message.
• Collaborate with other departments to manage reputation, identify key players and coordinate actions.
• Ensure team members are providing accurate information to customers.
• Communicate performance against objective with the individual team members and to monitor constantly their performance in terms of agreed key performance indicators.
• Collaborate with other departments to manage outliers, identify key players and coordinate actions.
• Work with MIS Team to co‑ordinate shift rosters for the team members and to ensure that agreed shifts will be covered.
• Conduct regular team meetings and buzz sessions to ensure that two‑way communication is maintained between team members and management.
• Act as point of reference and assist staff with enquiries.
• Support the management team in the creation of management reports to agreed time scales with detailed analysis and recommendation.
• Undertake any administration associated with payroll, staff annual leave /MC applications, expense claims and amendments to staff rosters.
• Disseminate information received from client contact point to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
• Attend to any high‑level customer complaints received by the team members and spend an agreed proportion of time answering queue.
• Identify areas for service improvement and make recommendations to the management team.

Skill Requirements

• Been using Window OS, Windows Office, MS Outlook, Chrome and Internet Explorer for more than 3 years.
• Understand basic Internet Explorer settings and changing proxy.
• Typing speed above 40 wpm.
• Speak and type (language) at native level.
• Graduate from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, management, etc.
• At least one‑year experience as an Assistant Manager in related job in companies of the related industries, such as consumer electronic product manufacturers, operators, and banks.
• Experience of leading a team of at least 15 members.
• Experience in other mainstream mobile phone manufacturers is an added advantage.

The Package

• Attractive Salary (RM4,500 – RM4,700)
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required

Associate

Location

Kuala Lumpur, WP, Malaysia.

Employment Type

Full Time.