Mandarin-English Operations Manager — Contact Center Lead

Tribe Business Services Sdn Bhd; Kuala Lumpur; On-site; MYR 85,000 - 116,000; Full time

Job summary

Tribe Business Services Sdn Bhd in Kuala Lumpur seeks an experienced Operations Manager to lead the customer service operations, overseeing a team of 40+ and driving performance. You will manage day-to-day contact centre activities and coordinate with clients to meet service requirements.

You will monitor KPIs, coach Team Leaders and Executives, and implement process improvements to enhance efficiency and customer experience. This is an on-site role at Menara MCA.

Qualifications

• Minimum Bachelor's Degree or equivalent.
• Minimum 5 years of Operations Manager experience.
• Proven experience managing at least 50 team members.
• Fluent in Mandarin and English, both spoken and written.
• Strong people management, stakeholder management, problem-solving, and operational leadership skills.
• Strong understanding of contact centre KPIs and performance management.
• Able to work on-site at Menara MCA, Kuala Lumpur.

Responsibilities

• Lead and manage a team of at least 40 employees.
• Oversee daily operations, manpower planning, scheduling, productivity, and service delivery.
• Monitor operational KPIs, service quality, attendance, and team performance.
• Coach and develop Team Leaders and Customer Service Executives to achieve performance objectives.
• Handle operational escalations and ensure timely resolution of customer and service-related issues.
• Prepare and review operational reports, performance trends, and improvement plans.
• Work closely with clients and internal stakeholders to ensure service requirements are achieved.
• Identify operational gaps and implement process improvements to enhance efficiency and customer experience.
• Ensure compliance with project SOPs, company policies, and quality standards.

Skills

Mandarin

English

People management

Operations leadership

Stakeholder management

Education

Bachelor's degree

Job description

Tribe Business Services Sdn Bhd in Kuala Lumpur seeks an experienced Operations Manager to lead the customer service operations, overseeing a team of 40+ and driving performance. You will manage day-to-day contact centre activities and coordinate with clients to meet service requirements.

You will monitor KPIs, coach Team Leaders and Executives, and implement process improvements to enhance efficiency and customer experience. This is an on-site role at Menara MCA.