Manager, Contact Centre

Great Eastern; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading insurance company in Kuala Lumpur seeks a Contact Centre Manager to oversee a team of associates and ensure high standards in customer interactions. Responsibilities include performance management against KPIs, coaching staff, and handling escalated customer issues. Candidates should possess a minimum of a diploma, have 3-4 years of experience in a contact centre, and strong problem-solving and communication skills. This role emphasizes compliance with regulatory standards and service excellence.

Qualifications

• 3-4 years of working experience, with at least 2 years in a contact centre environment.
• Minimum 1 year of team-leading experience, preferably in insurance or financial services.
• Good command of spoken and written English.

Responsibilities

• Manage and supervise a team of Contact Centre Associates.
• Monitor individual performance against KPIs.
• Conduct regular coaching and mentoring sessions.

Skills

Customer service orientation

Problem-solving abilities

Effective communication skills

Conflict resolution skills

Organizational skills

Ability to work under pressure

Education

Diploma/Degree qualification

Tools

Customer service systems

Call monitoring tools

Microsoft Office applications

Job description

Overview

Responsible for overseeing and managing a team of Contact Centre Associates ensuring that all customer interactions are handled efficiently, professionally and in compliance with company standards and regulatory requirements. This role focuses on day‑to‑day team performance, coaching and operational delivery, while supporting the Assistant Vice President in driving service excellence across the contact centre.

Responsibilities

• Manage and supervise a team of Contact Centre Associates in ensuring smooth daily operations.
• Monitor individual performance against KPIs such as service quality, call handling time, and customer satisfaction.
• Conduct regular coaching, mentoring, and feedback sessions to support staff development.
• Handle escalated customer issues that cannot be resolved at the Associate level, ensuring resolution in line with company guidelines.
• Oversee workforce scheduling, attendance, and adherence to shift rosters.
• Track and report team performance, issues, and trends to the Assistant Vice President.
• Ensure Associates stay updated on product knowledge, system changes, and compliance requirements through regular briefings and refresher training.
• Foster a customer‑first mindset and positive team culture.
• Identify process gaps and share improvement opportunities with the Assistant Vice President.
• Uphold compliance with regulatory standards and internal company policies.

Qualifications

• Possess a Diploma/Degree qualification
• Has 3-4 years of working experience, with a minimum of 2 years’ experience within a contact centre environment and at least 1 year of team‑leading experience, preferably in insurance or financial services
• Possess excellent customer service orientation with problem‑solving abilities
• Has effective communication and conflict resolution skills
• Is organised with the ability to manage workloads and priorities effectively
• Is proficient in customer service systems, call monitoring tools, and Microsoft Office applications
• Preferably has knowledge of insurance products and regulatory requirements
• Understand regulatory requirements (e.g., MAS Guidelines, PDPA, etc)
• Good command of spoken and written English
• Able to work well in a team and under pressure
• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/risks to safeguard our company proactively.

About Great Eastern

Founded in 1908, Great Eastern is a well‑established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly‑rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.