Assistant Operations Manager, Customer Service Excellence

Summitnext Technologies; Alor Merah; On-site; MYR 56,000 - 78,000; Full time

Benefits offered by this job

EPF/SOCSO

Annual Leave

Maternity Leave

Parental Leave

Job summary

Summitnext Technologies in Malaysia seeks an Assistant Operations Manager – Customer Service to lead call centre operations, ensuring top performance, client satisfaction, and continuous improvement. You will own end-to-end service delivery, manage escalations, and coach Team Leaders to drive KPIs across CSAT, QA, and productivity.

The role requires strategic thinking, strong communication, and the ability to challenge requests when needed, while maintaining accountability and a culture of

Qualifications

• Minimum 5 years in Customer Service, Contact Centre, or BPO Operations.
• Minimum 2 years in a leadership/management role overseeing teams.
• Proven experience managing customer service operations and performance KPIs.
• Experience handling client or stakeholder relationships is preferred.
• Strong understanding of contact centre and customer service metrics.
• Demonstrated experience in managing escalations and improvement initiatives.
• Excellent communication, presentation, and stakeholder management skills.

Responsibilities

• Take ownership of overall performance and delivery of assigned customer service operations.
• Ensure daily operations run efficiently per client requirements, SOPs, SLAs, and KPIs.
• Monitor service performance and identify operational risks and gaps.
• Lead and develop Team Leaders, Supervisors, and customer service teams.
• Monitor KPIs like CSAT, QA, resolution time, productivity, attendance.
• Manage client meetings and present performance and improvement plans.

Skills

Leadership

Customer service

Operations mgmt

Stakeholder mgmt

Problem solving

Communication

Data analysis

Strategic thinking

Job description

Summitnext Technologies in Malaysia seeks an Assistant Operations Manager – Customer Service to lead call centre operations, ensuring top performance, client satisfaction, and continuous improvement. You will own end-to-end service delivery, manage escalations, and coach Team Leaders to drive KPIs across CSAT, QA, and productivity.

The role requires strategic thinking, strong communication, and the ability to challenge requests when needed, while maintaining accountability and a culture of