Call Centre Ops Lead: KPIs, Training & Process Improvement

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

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.