Enterprise CX & Service Delivery Leader

Michael Page International (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 360,000 - 480,000; Full time

Job summary

Michael Page International (Malaysia) Sdn Bhd is seeking a Head of Enterprise Customer Operations & Service Delivery to design and lead a scalable, technology-enabled enterprise contact centre. You will oversee end-to-end operations, implement operating models, and drive AI-driven improvements across voice, chat and digital channels.

Requires 8+ years in contact centre operations with 4+ years in leadership, plus strong stakeholder management and a track record of transformation.

Qualifications

• Bachelor’s degree in Business, Operations or related field.
• Minimum 8 years in contact centre operations or service delivery.
• At least 4 years in leadership within transformation or implementation.
• Proven track record in building or redesigning contact centre operations.
• Strong skills in workforce planning, forecasting and queue management.
• Experience with major contact centre platforms (Genesys, Talkdesk, Five9).
• Knowledge of AI-enabled customer service solutions.

Responsibilities

• Design and implement the enterprise contact centre operating model.
• Lead end-to-end setup, launch and ongoing service delivery.
• Oversee voice, chat and digital channels; improve SLA and CSAT.
• Manage internal teams and outsourced vendors.
• Drive adoption of AI tools and automation.
• Provide performance reporting to senior leadership.

Skills

Leadership

Change management

Stakeholder management

Analytical capabilities

Strategic planning

Customer experience

Operational excellence

Workforce planning

Education

Bachelor's Degree

Tools

Genesys

Talkdesk

Five9

Sprinklr

Amazon Connect

Job description

Michael Page International (Malaysia) Sdn Bhd is seeking a Head of Enterprise Customer Operations & Service Delivery to design and lead a scalable, technology-enabled enterprise contact centre. You will oversee end-to-end operations, implement operating models, and drive AI-driven improvements across voice, chat and digital channels.

Requires 8+ years in contact centre operations with 4+ years in leadership, plus strong stakeholder management and a track record of transformation.