DRSC GlobalCore - IT Assistant Manager

Deloitte PLT; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading professional services firm in Kuala Lumpur is seeking an experienced IT Assistant Manager to oversee the contact center operations. The ideal candidate should possess 7-8 years of experience in a call center, strong leadership skills, and be fluent in both English and Mandarin. Responsibilities include managing team performance, coaching staff, and ensuring high-quality service delivery. The position requires flexibility for rotational shifts, including nights and weekends.

Qualifications

• Minimum of 7 to 8 years of experience in a contact center environment.
• Minimum of 2-3 years’ experience in leadership roles handling 15-20 FTEs.
• Excellent command of English & Mandarin, both written and spoken.

Responsibilities

• Manage day-to-day performance of the team.
• Monitor service level agreements (SLA).
• Provide coaching and mentoring to team members.

Skills

Call Center experience

Leadership skills

Interpersonal skills

Bilingual in English and Mandarin

Problem-solving

Education

Bachelor's degree

Master's degree (advantage)

Tools

Contact center tools

Job description

DRSC GlobalCore - IT Assistant Manager

Date: 23 Oct 2025

Location: Kuala Lumpur, MY

Are you ready to unleash your potential? At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve. We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices. Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals. We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions. Ready to unleash your potential with us? Join the winning team now!

Your role and responsibilities

• Manage and monitor SLA’s
• Manage day to day performance of the team
• Leave Management, Schedule Management to ensure smooth operations
• Review daily/weekly/monthly stats for performance of respective team
• Provide coaching and mentoring to Sr. Coaching analyst and Frontline analysts
• Be a mentor and assist in training for other analysts
• Identify training opportunities and work with training team to develop training materials and deliver training as needed
• Acts as a Performance Management Counselor in year appraised based on the need of the business line
• Work towards improving talent survey engagement scores and drive initiatives
• Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
• Maintain good relationship with our client teams
• Review timesheets of the team members
• Should act as coach, mentor and career counsellor for team members and help them achieve their goals
• Flexibility to work within different shifts mostly Rotational as GCC Technology works 24 x 7

Your leadership expectations

• Actively seek out developmental opportunities for growth, act as strong brand ambassadors for the firm as well as share their knowledge and experience with others.
• Respect the needs of their colleagues and build up cooperative relationships.
• Understand the goals of internal and external stakeholders to set personal priorities and align their teams’ work to achieve objectives.
• Constantly challenge themselves, collaborate with others to deliver on tasks and take accountability for the results.
• Build productive relationships and communicate effectively to positively influence teams and other stakeholders.
• Offer insights based on a solid understanding of what makes Deloitte successful.
• Project integrity and confidence while motivating others through team collaboration and recognising individual strengths, differences, and contributions.
• Understand disruptive trends and promote potential opportunities for improvement.

Requirements

• Minimum of 7 to 8 years of Call Center experience in a contact center with a minimum of 2-3 years’ experience in handling 15-20 FTEs
• Any Bachelor’s degree required with master’s degree being an advantage
• Excellent command of English & Mandarin (Read, Write, Speak)
• Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools
• Leadership and organizational abilities (Desirable)
• Excellent people handling skills with expert knowledge of the contact center operations
• Proven ability to support internal or external business Clients
• Self-motivated, team player, action and results oriented
• Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledge and training to resolve issues with good reporting skills
• A flair to serve the employees living servant leadership principles
• Previous experience of working with Global teams is an advantage
• Understanding the contact center industry, client relationship, understanding market trends and have a strategic mindset to grow the business and solve problems
• Experience with recruiting and performance evaluation processes
• Ability to perform under pressure
• Willingness to work in rotational shifts including night shifts and working on weekends

Notice

Due to volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorised Deloitte Recruiters via firm’s business contact number or business email address.

Requisition ID: 111100

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