Call Center Operations Leader

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

TRANSCOSMOS (MALAYSIA) SDN. BHD. is seeking a Call Centre Operations Manager to shape and execute strategies for daily call centre operations, monitor KPIs, and lead a multi-level team.

You will allocate resources, drive process improvements, and maintain strong client relationships using data-driven insights. Candidates should hold a Bachelor's degree in a related field, have at least 5 years in leadership within call centre operations, and communicate effectively in English and Mandarin.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or related field is required.
• Minimum of 5 years in a leadership role with experience in call centre operations and team management.
• Excellent communication in English and Mandarin to handle China-based stakeholders.
• Strong leadership and management skills with the ability to guide teams.
• Analytical mindset with a data-driven approach to decision making.
• Proficient in project management tools and software.

Responsibilities

• Design and implement operational strategies that align with company goals and set KPIs.
• Develop and refine end-to-end processes to maximize efficiency and quality.
• Lead a team of supervisors, team leaders, and staff with coaching and performance management.
• Track KPIs to evaluate operational effectiveness and identify trends.
• Develop actionable plans to address performance gaps and drive continuous improvement.
• Assess staffing needs based on call volume forecasts and allocate resources accordingly.
• Ensure team members have required skills and address gaps through training or recruitment.
• Collaborate with clients to understand operational needs and maintain high client satisfaction.
• Maintain strong client relationships through effective communication and service.
• Generate data analyses to track performance and inform strategic decisions.

Skills

Leadership

Call centre ops

Team management

English

Mandarin

Data-driven

Project management tools

Stakeholder communication

Education

Bachelor's degree in Business Administration or Operations Management

Tools

Project management software

Job description

TRANSCOSMOS (MALAYSIA) SDN. BHD. is seeking a Call Centre Operations Manager to shape and execute strategies for daily call centre operations, monitor KPIs, and lead a multi-level team.

You will allocate resources, drive process improvements, and maintain strong client relationships using data-driven insights. Candidates should hold a Bachelor's degree in a related field, have at least 5 years in leadership within call centre operations, and communicate effectively in English and Mandarin.