Call Centre Operations Leader — Drive Excellence & Growth

Foundever Malaysia Sdn.Bhd; Kuala Lumpur; Vor Ort; MYR 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Health insurance

Paid leave entitlements

Flexible working environment

Zusammenfassung

Foundever Malaysia Sdn.Bhd is seeking an Operations Manager for its Kuala Lumpur call centre to lead daily operations, optimise performance and deliver outstanding customer service. The role focuses on driving continuous improvement, managing teams and budgets, and achieving targets in a fast-paced environment.

The ideal candidate will have 3+ years in call centre operations management within a BPO, strong leadership, and proven ability to optimize processes and costs while ensuring high-quality

Qualifikationen

• 3+ years in call centre operations management or similar supervisory role in a BPO
• Track record of delivering against operational targets
• Strong understanding of call centre metrics and QA processes
• Excellent leadership and people management skills
• Ability to drive operational efficiency and cost control
• Proficiency in data interpretation and reporting
• Fluency in English and Malay is essential

Aufgaben

• Oversee daily call centre operations, ensure SLA and quality standards
• Lead, motivate and develop a diverse team of agents, supervisors and support staff
• Monitor metrics: call volumes, AHT, abandon rates and CSAT
• Implement process improvements to enhance efficiency and reduce costs
• Manage staffing, scheduling and workforce planning
• Conduct performance reviews and provide coaching and training needs
• Liaise with client stakeholders to understand requirements and maintain relationships
• Prepare and present operational reports to senior management
• Manage budgets and resources while maintaining quality and service
• Ensure compliance with policies and regulatory requirements

Kenntnisse

Leadership

People management

Call centre metrics

Data analysis

English & Malay

Budget management

Ausbildung

Bachelor's degree in Business Administration or Management

Tools

Call centre software

Workforce management

Microsoft Office

Jobbeschreibung

Foundever Malaysia Sdn.Bhd is seeking an Operations Manager for its Kuala Lumpur call centre to lead daily operations, optimise performance and deliver outstanding customer service. The role focuses on driving continuous improvement, managing teams and budgets, and achieving targets in a fast-paced environment.

The ideal candidate will have 3+ years in call centre operations management within a BPO, strong leadership, and proven ability to optimize processes and costs while ensuring high-quality