Contact Centre Operations Lead

CTOS; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

CTOS Malaysia is seeking an Assistant Manager, Contact Centre to lead day-to-day operations and drive customer experience, operational efficiency and people performance in line with business goals.

You will develop Team Leaders, coach agents, and implement initiatives across CRM, chatbot and automation while ensuring compliance, quality and timely resolutions for escalated cases, with a focus on continuous improvement.

Qualifications

• Bachelor's degree in Business, Communications, or related field.
• Strong leadership, analytical and communication skills.
• Proficiency in CRM or ticketing tools (Genesys, ServiceNow, Salesforce)
• Experience in regulated industries such as banking, telecommunications or insurance is an advantage.

Responsibilities

• Oversee daily contact centre operations to meet service levels, productivity, and quality targets.
• Lead complaints management team with coaching and performance KPIs.
• Manage escalations, analyze trends, and drive improvement with QA.
• Ensure QA/compliance and data privacy.

Skills

Customer-Centric Mindset

Leadership & People Management

Communication & Interpersonal Skills

Analytical & Problem-Solving Skills

Operational Excellence

Resilience & Adaptability

Process Improvement & Continuous Dev

Stakeholder Management

Strategic Thinking

Education

Bachelor's degree

Tools

Genesys

ServiceNow

Salesforce

Job description

CTOS Malaysia is seeking an Assistant Manager, Contact Centre to lead day-to-day operations and drive customer experience, operational efficiency and people performance in line with business goals.

You will develop Team Leaders, coach agents, and implement initiatives across CRM, chatbot and automation while ensuring compliance, quality and timely resolutions for escalated cases, with a focus on continuous improvement.