Assistant Operations Manager (Call Centre)

Music Active Ventures Sdn. Bhd.; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading call centre company in Petaling Jaya is seeking an Assistant Operations Manager to support daily operations and ensure service delivery. The ideal candidate will have a Bachelor's degree and at least 4 years of experience in call centre operations, including 2 years in a leadership role. Responsibilities include monitoring KPIs, handling escalations, and coordinating process improvements. Strong analytical and communication skills are essential for success in this fast-paced environment.

Qualifications

• Minimum 4 years of experience in call centre operations.
• At least 2 years in a leadership / Team Lead role.
• Strong understanding of call centre metrics, workflows and CX.

Responsibilities

• Support daily operations to meet SLA and quality targets.
• Monitor KPIs and improve team performance.
• Handle first-level escalations and resolve issues.

Skills

Analytical skills

Problem-solving skills

Decision-making skills

Communication skills

Organizational skills

Time management skills

Education

Bachelor's Degree

Tools

CRM platforms (Zendesk preferred)

Job description

Assistant Operations Manager (Call Centre)

Role Summary: Support the Operations Manager in daily call centre operations, ensuring smooth service delivery, strong team performance, and continuous improvement in processes, training, and customer experience.

Responsibilities:

• Support daily operations to meet SLA, quality and productivity targets.
• Monitor KPIs and work with Team Leads to improve team and individual performance.
• Assist with forecasting, scheduling and resource planning.
• Handle first-level escalations and resolve operational issues promptly.
• Coordinate process improvements, system updates and operation-related projects.
• Work with Training and TLs to support onboarding, coaching and skill development.
• Prepare operational reports and assist with MBR/QBR insights.
• Ensure compliance with SOPs, GDPR requirements and Zendesk best practices.
• Collaborate with internal teams (HR, QA, Training, IT) to support operational needs.

Requirements:

• At least Bachelor's Degree in any field.
• Minimum 4 years of experience in call centre operations; at least 2 years in a leadership / Team Lead role.
• Strong understanding of call centre metrics, workflows and CX.
• Good analytical, problem-solving and decision-making skills.
• Experience with CRM platforms (Zendesk preferred) and eCommerce is a plus.
• Good communication, organisation and time management skills.
• Ability to support, guide and influence Team Leads and agents in a fast-paced environment.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• Which of the following types of qualifications do you have?
• How would you rate your Mandarin language skills?
• What's your expected monthly basic salary?
• How much notice are you required to give your current employer?
• How many years' experience do you have as a manager / team lead?