Enterprise Contact Center Lead & AI Enablement

U Mobile Sdn Bhd; Kuala Lumpur; Vor Ort; MYR 180.000 - 240.000; Vollzeit

Zusammenfassung

U Mobile Sdn Bhd is seeking an Enterprise Contact Centre Lead to build and launch the enterprise contact centre across inbound voice, chat, and other channels in Malaysia. You will establish the operating model, customer journeys, service standards and AI-enabled capabilities from the ground up, then drive performance, CX, and continuous improvement at scale.

You will manage permanent staff, contract agents and outsourced partners, oversee recruitment and training, and lead improvement

Qualifikationen

• Bachelor’s degree in a related discipline.
• 8+ years in contact centre operations or service delivery, with 4+ years in management or transformation.
• Proven track record transforming or redesigning a contact centre operation.
• Strong knowledge of queue design, routing, WFM, forecasting & real-time ops.
• Familiarity with CC platforms such as Genesys, Talkdesk, Five9, Sprinklr or similar.
• Understanding of AI-supported CC solutions, including agent tools and chatbots.

Aufgaben

• Develop and deliver the enterprise contact centre operating model and service strategy.
• Design customer journeys, channel setup, queue structure, routing and service standards.
• Translate business requirements into operational and tech specifications for CC Enablement and AI teams.
• Lead implementation, readiness, documentation, training and launch stabilisation.
• Establish workforce planning, forecasting, rostering, staffing and capacity management.
• Define and monitor KPIs including SLA, response time, abandonment, resolution, quality and CSAT.
• Manage day-to-day real-time operations and take timely action when targets are missed.
• Lead permanent staff, contract agents and outsourced partners across recruitment and development.
• Drive adoption of AI agent tools, intelligent routing, automation and AI-powered quality monitoring.
• Establish governance, risk, business continuity and vendor performance frameworks.
• Lead improvement initiatives to boost CX, productivity, service quality and cost efficiency.
• Provide senior management with performance updates, risk assessments and strategic recommendations.

Kenntnisse

Stakeholder management

People leadership

Data analysis

Decision making

Strategic thinking

Ausbildung

Bachelor's degree in Business/Operations/Customer Experience/Telecommunications

Tools

Genesys

Talkdesk

Five9

Sprinklr

Amazon Connect

Jobbeschreibung

U Mobile Sdn Bhd is seeking an Enterprise Contact Centre Lead to build and launch the enterprise contact centre across inbound voice, chat, and other channels in Malaysia. You will establish the operating model, customer journeys, service standards and AI-enabled capabilities from the ground up, then drive performance, CX, and continuous improvement at scale.

You will manage permanent staff, contract agents and outsourced partners, oversee recruitment and training, and lead improvement