Contact Centre Assistant Manager — CX & Ops Leader

CTOS Data Systems; Malaysia; On-site; MYR 50,000 - 75,000; Full time

Job summary

A leading Credit Reporting Agency in Malaysia seeks an Assistant Manager for their Contact Centre to drive service excellence and operational efficiency. The ideal candidate will oversee daily operations, manage a dynamic team, and ensure compliance with quality standards. With at least 5 years in customer service and 2 years in management, you’ll lead initiatives for continuous improvement and enhance customer experiences across all channels. Strong leadership and analytical skills are essential for this role.

Qualifications

• 5+ years of experience in customer service or contact centre operations.
• 2+ years in a managerial role.
• Skilled in coaching and team development.

Responsibilities

• Oversee daily contact centre operations to meet service level targets.
• Serve as escalation point for customer issues.
• Drive process improvements and efficiency.

Skills

Leadership

Analytical thinking

Communication

Customer-centric mindset

Process improvement

Education

Bachelor’s degree in Business, Communications, or a related field

Tools

CRM tools (e.g., Genesys, ServiceNow, Salesforce)

Job description

A leading Credit Reporting Agency in Malaysia seeks an Assistant Manager for their Contact Centre to drive service excellence and operational efficiency. The ideal candidate will oversee daily operations, manage a dynamic team, and ensure compliance with quality standards. With at least 5 years in customer service and 2 years in management, you’ll lead initiatives for continuous improvement and enhance customer experiences across all channels. Strong leadership and analytical skills are essential for this role.