Head of Enterprise Customer Operations & Service Delivery - BPO

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

Head of Enterprise Customer Operations & Service Delivery - BPO

Lead the end-to-end setup, launch and management of a new enterprise contact centre, overseeing customer experience, service operations, workforce planning and AI-enabled support capabilities. This role combines strategic design and operational leadership to build a high-performing, scalable customer support function from the ground up.

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.

Description

• 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.

Profile

• 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.

Job 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.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.