Contact Centre Operations Manager

Telecontinent Sdn Bhd; Kuala Lumpur; On-site; MYR 73,000 - 95,000; Full time

Job summary

Telecontinent Sdn Bhd seeks an experienced Contact Centre Operations Manager to oversee multichannel customer service and back-office operations, ensuring service excellence and KPI achievement.

You will lead teams, monitor performance, and drive improvements in collaboration with HR, QA, Training, IT and Workforce Management.

Qualifications

• Diploma or Bachelor's degree in business admin/management or related field.
• Minimum 5 years in contact centre, customer service or BPO operations.
• At least 2 years in an operations management role.
• Experience managing multichannel operations, SLAs, KPIs and workforce planning.

Responsibilities

• Oversee daily operations across voice, email, live chat, digital messaging and back-office functions.
• Monitor SLAs, KPIs, service quality, productivity, customer satisfaction and operational performance.
• Manage workforce planning, resource allocation, staffing and operational readiness.
• Lead, coach and develop Team Leaders and operational support teams to achieve performance targets.
• Collaborate with HR, Quality Assurance, Training, IT and Workforce Management to improve service delivery.

Skills

Leadership

Analytical ability

Problem-solving

Stakeholder management

Education

Diploma or Bachelor’s Degree in Business Administration/Management or related field

Tools

Microsoft Excel

PowerPoint

CRM systems

Operational reporting tools

Job description

We are seeking an experienced Contact Centre Operations Manager to oversee multichannel customer service and back-office operations, ensuring service excellence, operational efficiency, customer satisfaction and achievement of SLAs and KPIs. The role involves leading operational teams, managing stakeholder relationships, monitoring performance and driving continuous improvement.

Key Responsibilities

Oversee daily operations across voice, email, live chat, digital messaging and back-office functions.

Monitor SLAs, KPIs, service quality, productivity, customer satisfaction and operational performance.

Manage workforce planning, resource allocation, staffing and operational readiness.

Lead, coach and develop Team Leaders and operational support teams to achieve performance targets.

Collaborate with HR, Quality Assurance, Training, IT and Workforce Management to improve service delivery.

Requirements

Diploma or Bachelor's Degree in Business Administration, Management or a related field.

Minimum 5 years of experience in contact centre, customer service or BPO operations, including at least 2 years in an operations management role.

Proven experience managing multichannel operations, team performance, SLAs, KPIs and workforce planning.

Strong leadership, analytical, problem-solving and stakeholder management skills.

Proficient in Microsoft Excel, PowerPoint, CRM systems and operational reporting tools.

Renumeration Package

Basic Salary: RM 6,500 - RM 8,500 (commensurate with relevant experience, skills and knowledge)

KPI Allowance: Up to RM 500 (subject to achievement of the applicable performance criteria)

Working Arrangement

Employment Type: Full-time, on-site

Working Days: Monday – Friday

Rest Days: Saturday and Sunday

Public Holidays: Singapore National Public Holidays, subject to operational requirements and applicable arrangements

Telecontinent Sdn Bhd was incorporated on December 5th, 2011 as a private limited company under the Companies Act 1965. Our headquarters is located in Bangsar South, whereas our base of operations is located around Klang Valley with 7 premises situated in Bangsar South, Hampshire Place Office, Megan Avenue 1, and Menara Tokio Marine Life. We provide outsourcing and consultancy services specializing in contact centre solutions that enable our clients to communicate effectively without losing their personal touch.

Telecontinent combines the elements of People, Process & Technology, guided by sound Domain Knowledge in creating value from customer management. It is positioned as a business consultant and partner that adds value to the clients by helping them to improve efficiency and performance in managing their customers. The end goal in mind is to deliver customer satisfaction beyond expectation that will eventually translate into total loyalty to the respective companies served.

Telecontinent Sdn Bhd was incorporated on December 5th, 2011 as a private limited company under the Companies Act 1965. Our headquarters is located in Bangsar South, whereas our base of operations is located around Klang Valley with 7 premises situated in Bangsar South, Hampshire Place Office, Megan Avenue 1, and Menara Tokio Marine Life. We provide outsourcing and consultancy services specializing in contact centre solutions that enable our clients to communicate effectively without losing their personal touch.

Telecontinent combines the elements of People, Process & Technology, guided by sound Domain Knowledge in creating value from customer management. It is positioned as a business consultant and partner that adds value to the clients by helping them to improve efficiency and performance in managing their customers. The end goal in mind is to deliver customer satisfaction beyond expectation that will eventually translate into total loyalty to the respective companies served.