Lead Call Centre Operations - Patient Experience Leader

UM Specialist Centre; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A prominent healthcare provider in Kuala Lumpur is seeking an Assistant Manager for their Call Centre. The role involves leading operations, managing multichannel queries, and developing a high-performing team. Candidates should have 5-7 years in customer service, with at least 3 years in a leadership role. This position offers competitive compensation, medical coverage, and opportunities for professional growth within a supportive work culture.

Benefits

Competitive salary and performance-based bonuses

Comprehensive medical and insurance coverage

Career progression opportunities

Flexible work arrangements

Qualifications

• 5–7 years’ experience in a contact centre or customer service environment.
• Minimum 3 years in a supervisory or leadership role.
• Proficient with contact centre systems.

Responsibilities

• Lead daily Call Centre operations to meet SLAs and KPIs.
• Manage multichannel enquiries efficiently.
• Coach and mentor Team Leaders and agents.

Skills

Strong leadership

Coaching and team development

Excellent communication in English and Bahasa Malaysia

Analytical decision-making

Education

Bachelor’s Degree in Communications or related field

Tools

IVR systems

CRM systems

Microsoft Office

Workforce Management tools

Job description

A prominent healthcare provider in Kuala Lumpur is seeking an Assistant Manager for their Call Centre. The role involves leading operations, managing multichannel queries, and developing a high-performing team. Candidates should have 5-7 years in customer service, with at least 3 years in a leadership role. This position offers competitive compensation, medical coverage, and opportunities for professional growth within a supportive work culture.