Head of Workforce and Performance Management and Digital Enablement

Maxis Broadband Sdn Bhd; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading telecommunications company is seeking a candidate to lead contact centre productivity initiatives in Kuala Lumpur. The role involves strategic planning, analysis of AI tools for performance enhancement, and management of sales campaigns. Ideal candidates will possess a Bachelor's degree and extensive experience in the BPO or IT sectors, with strong leadership and analytical skills. This is a unique opportunity to drive significant impact in a fast-paced environment.

Qualifications

• 6-10 years total working experience, preferably in BPO, IT, FMCG or Financial Services.
• Over 3 years team management experience, ideally in contact centres.
• Possess a strategic mindset with proven leadership qualities.

Responsibilities

• Champion contact centre productivity and utilization.
• Lead monthly business reviews for optimizing profitability and sales productivity.
• Conduct in-depth analyses on AI tools for enhancing efficiency.

Skills

Strategic planning

Leadership

Interpersonal skills

Adaptability

Analytical thinking

Education

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

Job description

Overview

Maxis is looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Responsibilities

1. Champion contact centre productivity & utilization by providing strategic guidance and leadership to meet 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 optimize profitability, fuel growth, enhance sales productivity and manage strategic headcount.
4. Stay at the forefront of emerging AI trends and proactively identify opportunities to revolutionize 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 insightful and regular reports on AI‑driven projects, showcasing performance, impact on key metrics and ROI.

Qualifications

• A Bachelor’s degree in Business Management, Economics, Information Technology, Telecommunications or Engineering.
• 6‑10 years total working experience, preferably in BPO, IT, FMCG or Financial Services industry, with over 3 years team management experience (preferably in 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 strong interpersonal skills.
• Ability to learn quickly and adapt to changing priorities.

Next Steps

• 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.