Enterprise Contact Centre Enablement Lead

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 260,000 - 420,000; Full time

Job summary

U Mobile Sdn Bhd seeks a Senior Lead to develop and drive the Enterprise Contact Centre Enablement strategy, governance, and continuous improvement agenda. You will oversee AI-supported tools, knowledge management, agent development, QA and performance improvement to enable scalable capabilities and outstanding customer experience.

Responsibilities cover governance of AI tools, CRM integration, training, and calibration, with collaboration across technology, product and CX teams to deliver

Qualifications

• Bachelor’s degree in Business, Operations, CX, Technology or related field.
• 10+ years in contact centre operations, CX or process enablement.
• Proven leadership of enablement, transformation, QA and CX programmes.
• Strong knowledge of AI-enabled contact centres and CRM integration.

Responsibilities

• Develop and deliver the Enterprise Contact Centre Enablement strategy and operating framework.
• Identify capability gaps, risks and improvements; create action plans and monitor outcomes.
• Lead governance and continuous improvement of chatbots and agent tools.
• Ensure AI tools and digital journeys support approved processes and standards.
• Establish and manage knowledge management framework; ensure accuracy.
• Oversee onboarding, readiness and training aligned with launches.
• Develop QA framework across voice, chat, and AI interactions.
• Use analytics to identify recurring issues and drive AI enhancements.
• Collaborate across teams to adopt consistent standards and improvement priorities.
• Manage technology partners and vendors per requirements.

Skills

Analytical skills

Commercial acumen

Communication skills

Governance

Change leadership

Cross-functional collaboration

Education

Bachelor's degree

Tools

CRM systems

Chatbots

AI tools for contact centre

Analytics tools

Job description

The Contact Centre Enablement Lead develops and leads the strategy, governance and continuous improvement agenda for U Mobile’s Enterprise Contact Centre.

This role oversees AI-supported contact centre tools, knowledge management, agent development, quality assurance and performance improvement. You will help ensure consistent ways of working, accurate information and scalable capabilities that support business growth and customer experience.

The Day-to-Day Activities

• Develop and deliver the Enterprise Contact Centre Enablement strategy and operating framework, including governance standards across AI tools, knowledge management, training, quality assurance and customer experience.
• Identify capability gaps, operational risks and improvement opportunities; develop action plans, monitor outcomes and demonstrate measurable business impact.
• Lead the governance and continuous improvement of chatbots, agent support tools, routing, escalation and post-call automation.
• Ensure AI tools, CRM integration and digital customer journeys support approved products, processes, policies and customer experience standards; work with Technology and vendors on system performance, data quality, implementation and enhancements.
• Establish and manage the knowledge management framework, including content ownership, review, approval and update processes, ensuring information is accurate, accessible and suitable for agents and AI-supported tools.
• Oversee agent onboarding, readiness assessments, ongoing learning and capability development, aligning training with product launches, process changes, quality findings and business requirements.
• Develop and govern the quality assurance framework across voice, chat and AI-supported interactions, including standards, assessment criteria, calibration and performance improvement processes.
• Use interaction analytics and quality findings to identify recurring customer, process, product and agent performance issues, and turn these insights into coaching, training, knowledge updates, process improvements and AI enhancements.
• Lead collaboration across business, technology, product, process and customer experience teams; influence adoption of consistent standards and improvement priorities.
• Manage technology partners and vendors against agreed requirements, quality standards and service levels, and represent Contact Centre Enablement in governance, transformation and business-planning forums.

About You

• Bachelor’s degree in Business, Operations, Customer Experience, Technology or a related discipline.
• More than 10 years of relevant background in contact centre operations, customer experience, process enablement, digital transformation or operational excellence.
• Proven ability to lead enablement, transformation, quality assurance, knowledge management or customer experience programmes.
• Strong understanding of AI-supported contact centre platforms, CRM integration, chatbots, routing, interaction analytics and automation.
• Experienced in developing operating models, governance frameworks, training programmes and continuous improvement initiatives.
• Able to lead cross-functional teams, influence senior stakeholders and manage vendors or technology partners.
• Strong analytical, commercial, communication, governance and change leadership skills.
• Telecommunications or enterprise B2B exposure is preferred.