Head of Enterprise Customer Operations & Service Delivery - BPO

Michael Page; Kuala Lumpur; On-site; MYR 240,000 - 360,000; Full time

Benefits offered by this job

Senior exposure

AI-driven tools

Ground-up build

Attractive remuneration

Job summary

Michael Page is partnering with a leading organisation in Kuala Lumpur to establish a brand-new enterprise contact centre and modernise customer service operations. You will design the operating model, service strategy, and customer journeys across channels.

You’ll lead end-to-end delivery, workforce planning, SLA management, and vendor relationships, drive AI-enabled tools, and report performance to senior leadership, with strong career growth and an attractive remuneration package.

Qualifications

• Bachelor's degree in a relevant field.
• 8+ years in contact centre operations or service delivery.
• 4+ years leadership in contact centre transformation.
• Proven success in building or redesigning contact centres.

Responsibilities

• Establish a brand-new enterprise contact centre.
• Design operating model, service strategy, and customer journeys across channels.
• Translate business requirements into operational and technology solutions.
• Lead implementation, launch readiness, and training initiatives.
• Establish workforce planning, forecasting, scheduling and capacity management.
• Monitor SLA, response time, resolution rate and customer satisfaction.
• Oversee day-to-day service delivery across voice, chat and digital channels.
• Manage internal teams, outsourced partners and vendor relationships.
• Drive adoption of AI-enabled tools and automation.
• Ensure governance, risk, compliance and business continuity.

Skills

Contact centre ops

Leadership

Stakeholder mgmt

AI & automation

Education

Bachelor's Degree in Business, Operations, Customer Experience, Telecommunications or related field

Tools

Genesys

Talkdesk

Five9

Sprinklr

Amazon Connect

Job description

About Our Client

Our client is a leading organisation undergoing significant growth and transformation within the enterprise customer segment. As part of its expansion strategy, the company is investing in enhancing its customer service capabilities through the establishment of a modern, technology-enabled contact centre.

Job Description

• Take ownership of establishing a brand-new enterprise contact centre.
• Key role in modernising customer service operations.
• Develop and implement the enterprise contact centre operating model and service strategy.
• Design customer journeys, channel structures, routing logic, service standards and escalation frameworks.
• Translate business requirements into operational and technology solutions.
• Lead implementation, launch readiness, process development and training initiatives.
• Establish workforce planning, forecasting, scheduling and capacity management frameworks.
• Monitor and improve key operational metrics including SLA, response time, resolution rate and customer satisfaction.
• Oversee day-to-day service delivery across voice, chat and digital channels.
• Manage internal teams, outsourced partners and vendor relationships.
• Drive the adoption of AI-enabled customer service tools and automation capabilities.
• Implement governance, risk management, compliance and business continuity processes.
• Lead continuous improvement initiatives to enhance service quality and operational efficiency.
• Provide regular performance reporting and strategic recommendations to senior leadership.

The Successful Applicant

• Bachelor's Degree in Business, Operations, Customer Experience, Telecommunications or a related field.
• Minimum 8 years' experience in contact centre operations, customer operations or service delivery.
• At least 4 years of leadership experience within contact centre management, transformation or implementation environments.
• Proven success in building, transforming or redesigning contact centre operations.
• Strong expertise in workforce planning, forecasting, queue management and service operations.
• Experience with contact centre technologies such as Genesys, Talkdesk, Five9, Sprinklr, Amazon Connect or similar platforms.
• Understanding of AI-enabled customer service solutions including chatbots, intelligent routing and quality monitoring.
• Experience managing internal teams, outsourced service providers and vendors.
• Enterprise or B2B customer service experience would be advantageous.
• Strong stakeholder management, leadership and analytical capabilities.
• Comfortable operating within a fast-paced and evolving environment.

What's on Offer

• Opportunity to lead a major customer operations transformation initiative.
• High-impact role with significant visibility across senior leadership.
• Exposure to cutting-edge contact centre technology and AI-driven customer experience solutions.
• Opportunity to build and shape an operation from the ground up.
• Attractive remuneration package and long-term career growth opportunities.

Quote job ref: JN-112026-7139191