Customer Service Operation Manager (Bilingual Mandarin Speaker -Night Shift)

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

TRANSCOSMOS (MALAYSIA) SDN. BHD. is seeking a Call Centre Operations Manager to shape and execute strategies for daily call centre operations, monitor KPIs, and lead a multi-level team.

You will allocate resources, drive process improvements, and maintain strong client relationships using data-driven insights. Candidates should hold a Bachelor's degree in a related field, have at least 5 years in leadership within call centre operations, and communicate effectively in English and Mandarin.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or related field is required.
• Minimum of 5 years in a leadership role with experience in call centre operations and team management.
• Excellent communication in English and Mandarin to handle China-based stakeholders.
• Strong leadership and management skills with the ability to guide teams.
• Analytical mindset with a data-driven approach to decision making.
• Proficient in project management tools and software.

Responsibilities

• Design and implement operational strategies that align with company goals and set KPIs.
• Develop and refine end-to-end processes to maximize efficiency and quality.
• Lead a team of supervisors, team leaders, and staff with coaching and performance management.
• Track KPIs to evaluate operational effectiveness and identify trends.
• Develop actionable plans to address performance gaps and drive continuous improvement.
• Assess staffing needs based on call volume forecasts and allocate resources accordingly.
• Ensure team members have required skills and address gaps through training or recruitment.
• Collaborate with clients to understand operational needs and maintain high client satisfaction.
• Maintain strong client relationships through effective communication and service.
• Generate data analyses to track performance and inform strategic decisions.

Skills

Leadership

Call centre ops

Team management

English

Mandarin

Data-driven

Project management tools

Stakeholder communication

Education

Bachelor's degree in Business Administration or Operations Management

Tools

Project management software

Job description

As the Call Centre Operations Manager, you will be crucial in shaping and executing operational strategies to align with company and client goals. Your role involves overseeing daily call centre operations, managing processes for efficiency, and leading a team to achieve peak productivity. You will monitor performance metrics, implement process improvements, and allocate resources effectively. Building strong client relationships and managing projects through a data‑driven approach will also be key to your success.

Key responsibilities

Design and implement operational strategies that align with company goals. Set priorities and define key performance targets.

Develop and refine end-to-end processes to maximize efficiency and quality. Streamline workflows and identify bottlenecks.

Lead a team of supervisors, team leaders, and operational staff. Provide direction, motivation, coaching, and performance management.

Track and analyze key performance indicators (KPIs) to evaluate operational effectiveness. Identify trends, strengths, and areas needing improvement.

Develop actionable plans to address performance gaps and implement changes aimed at driving continuous improvement.

Assess and determine staffing needs based on call volume forecasts. Allocate resources effectively to balance efficiency and cost.

Ensure that team members have the necessary skills and competencies. Address any skill gaps through targeted training or recruitment.

Work closely with clients to understand their operational needs and expectations. Address any concerns or issues that arise to ensure high levels of client satisfaction.

Maintain strong client relationships through effective communication and exceptional service, fostering trust and long‑term partnerships.

Generate and conduct detailed data analysis to track performance metrics. Use insights for strategic decision‑making and operational improvements.

About you

Bachelor's degree in Business Administration, Operations Management, or a related field is required.

Minimum of 5 years' in a leadership role with experience in call centre operations and team management.

Since the role requires to handle China based stakeholder, candidate required to have excellent communication and English and Mandarin.

Strong leadership and management skills with the ability to inspire and guide teams.

Excellent analytical skills with a focus on data‑driven decision‑making.

Exceptional communication and interpersonal skills, capable of engaging with all levels of the organization.

Knowledge of call centre operations and process improvement methodologies.

Proficiency in project management tools and software is preferred.

Ability to multitask, prioritize effectively, and meet deadlines in a dynamic environment.

Understanding of industry regulations and compliance requirements.

Flexibility to adapt to evolving business needs and priorities.

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.