Kuala Lumpur Contact Centre Operations Lead

Private Advertiser; Kuala Lumpur; On-site; MYR 90,000 - 140,000; Full time

Job summary

Private Advertiser in Kuala Lumpur seeks an experienced Operations Manager to lead a newly established contact centre. You will own daily operations, oversee workforce deployment, staff development and office administration to ensure efficient service delivery and consistent standards.

Reporting to regional leadership, you will align with Singapore management, drive KPI performance, quality monitoring, workflow optimization and governance while building a capable frontline team and ensuring

Qualifications

• Diploma or Degree in Business Administration, Operations Management or related discipline.
• Minimum 5 years in contact centre operations or customer service management.
• At least 3 years in supervisory or managerial roles.
• Experience with regional or overseas management is a plus.
• Strong leadership, communication, and stakeholder management skills.

Responsibilities

• Oversee day-to-day contact centre operations ensuring efficient service delivery and SOP compliance.
• Monitor KPIs, call handling, productivity and service levels; address issues promptly.
• Lead workforce planning, rostering, recruitment, onboarding and staff development.
• Coordinate with Singapore teams to align operational standards and practices.
• Manage office administration, facilities, budgets and staff welfare.
• Provide regular management reporting on performance, manpower and service quality.

Skills

Leadership

Communication

Organisational skills

Stakeholder management

Workforce management

Shift rostering

Performance monitoring

Ownership & accountability

Education

Diploma or Degree in Business Administration / Operations Management

Tools

Microsoft Office

Contact centre systems

Workforce management tools

Job description

Private Advertiser in Kuala Lumpur seeks an experienced Operations Manager to lead a newly established contact centre. You will own daily operations, oversee workforce deployment, staff development and office administration to ensure efficient service delivery and consistent standards.

Reporting to regional leadership, you will align with Singapore management, drive KPI performance, quality monitoring, workflow optimization and governance while building a capable frontline team and ensuring