Head of Omnichannel Customer Support & CX Ops

Ryt Bank; Kuala Lumpur; Sur place; MYR 240 000 - 420 000; Plein temps

Résumé du poste

Ryt Bank seeks an experienced Lead of Customer Support to oversee the end-to-end customer support function across voice, chat, email, web, and social channels. You will drive KPI/SLA adherence, optimize CMS/IVR/telephony, and lead an internal team while managing a Level 1 BPO partner.

You will own regulatory escalations, collaborate with Product, Technology, and Marketing, and push automation initiatives to improve FCR and customer experience.

Qualifications

• Lead end-to-end customer support across channels and ensure quality and compliance.
• Own and optimize CMS, telephony, and IVR configurations.
• Drive automation and AI opportunities to improve First Contact Resolution (FCR).
• Manage Level 1 BPO partner performance and regulatory escalations.

Responsabilités

• Oversee Level 1 BPO across voice, chat, email, web, and social channels, ensuring high-quality service: on-time delivery, accuracy, and customer satisfaction.
• Own regulatory escalation management, including handling complaints and inquiries with timely, compliant resolutions.

Connaissances

Omnichannel support

Leadership

Stakeholder management

KPI/SLA/AHT

Automation/AI in CMS/IVR

Vendor management

Communication

Process improvement

Formation

BA in Business/Finance/Law

Outils

CMS configuration

Telephony systems

IVR configuration

Description du poste

Ryt Bank seeks an experienced Lead of Customer Support to oversee the end-to-end customer support function across voice, chat, email, web, and social channels. You will drive KPI/SLA adherence, optimize CMS/IVR/telephony, and lead an internal team while managing a Level 1 BPO partner.

You will own regulatory escalations, collaborate with Product, Technology, and Marketing, and push automation initiatives to improve FCR and customer experience.