Head of Workforce, Performance Management and Digital Enablement

Maxis; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading telecommunications company in Kuala Lumpur is seeking a Head of Workforce to lead a high-performing team focused on enhancing contact centre productivity and service. The ideal candidate will possess a Bachelor’s degree and 6-10 years of relevant experience, including over 3 years in a management role. The role emphasizes innovative use of AI to drive efficiency and requires strategic planning skills. This position offers a significant opportunity to impact the organization's performance in a dynamic environment.

Qualifications

• 6-10 years of experience in BPO, IT, FMCG, or Financial Services industry.
• More than 3 years of team management experience, especially in contact centre or project management.
• Ability to work in fast-paced environments while demonstrating leadership.

Responsibilities

• Lead a team to delivers analytics that enhance contact centre service.
• Oversee performance management utilizing AI-driven tools.
• Execute sales campaigns to drive performance.

Skills

Strategic mindset

Leadership qualities

Interpersonal skills

Analytical skills

Education

Bachelor’s degree in Business Management, Economics, IT, Telecommunications, or Engineering

Job description

Head of Workforce, Performance Management and Digital Enablement

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

Job Summary Lead and manage a high‑performing team to deliver comprehensive reporting and analytics that enhance contact centre service and sales performance. Oversee performance management, including AI‑driven tools, to optimise operations and improve agent productivity. Drive cross‑functional projects and transformation initiatives to innovate processes, achieve cost efficiency, and build sustainable competitive advantages.

What are you accountable for?

1. Champion contact centre productivity & utilisation by providing strategic guidance and leadership toward meeting service level targets.
2. Strategic planning and execution of monthly sales campaigns, ensuring timely and precise incentive management across customer service operations to drive sales performance targets.
3. Lead monthly business reviews to optimise profitability, fuel growth, enhance sales productivity, and strategic headcount management.
4. Stay at the forefront of emerging AI trends and proactively identify opportunities to revolutionise Contact Centre performance via implementation of new projects and initiatives.
5. Conduct in‑depth analyses of insights to evaluate how AI tools enhance overall Contact Centre efficiency and increase customer satisfaction.
6. Deliver robust analytics & management processes for agent efficiency.
7. Deliver insightful and regular reports on AI‑driven projects, showcasing performance, impact on key metrics and ROI.

What do you need to have for this role?

• A Bachelor’s degree in Business Management, Economics, Information Technology, Telecommunications, Engineering.
• 6‑10 years total working experience, preferably in the BPO, IT / FMCG / Financial Services industry, with > 3 years team management experience (preferably in the area of contact centre workforce, performance management, Telesales or project management).
• Possess a strategic mindset with proven leadership qualities.
• Highly self‑motivated, independent and enjoy working in a fast‑paced environment with proven leadership and strong interpersonal skills/qualities.
• Possess a strategic mindset and the ability to learn quickly.

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.