Assistant Operations Manager (Call Centre)

Music Active Ventures; Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

A growing service provider in Malaysia is seeking an Assistant Operations Manager for their call centre to support daily operations and ensure top service delivery. The ideal candidate has at least a Bachelor's degree and a minimum of 4 years in call centre operations, including 2 years in a leadership role. You will monitor KPIs, handle escalations, and facilitate continuous improvement in processes and training. Strong analytical and communication skills are essential for this position, alongside experience with CRM platforms like Zendesk.

Qualifications

• Minimum 4 years of experience in call centre operations, with at least 2 years in a leadership role.
• Ability to support, guide and influence Team Leads and agents in a fast-paced environment.
• Good analytical, problem-solving and decision-making skills.

Responsibilities

• Support daily operations to meet SLA, quality and productivity targets.
• Monitor KPIs and work with Team Leads to improve performance.
• Handle first-level escalations and resolve operational issues promptly.

Skills

Strong understanding of call centre metrics

Analytical skills

Problem-solving skills

Decision-making skills

Good communication skills

Organisational skills

Time management skills

Education

Bachelor's Degree in any field

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.