Operation Manager (BPO)

Tsing Digital Technology Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading digital technology company located in Kuala Lumpur is looking for an experienced Manager to oversee operations in customer service projects and call centers. The ideal candidate will have 3-5 years of relevant experience, fluency in Chinese (Mandarin), and proven leadership skills. Responsibilities include managing project planning, promoting continuous process improvement, and nurturing key client relationships. This role may require travel and adaptability to various locations.

Qualifications

• 3-5 years of experience in call center or customer service operations with at least 3 years in a managerial role.
• Proven experience managing large teams and familiarity with BPO/customer service operations.
• Strong business acumen with strategic thinking and a data-driven approach.

Responsibilities

• Manage daily operations of customer service projects and call center activities.
• Drive continuous process optimization to improve resource utilization.
• Conduct staff training, coaching, and performance evaluations.

Skills

Fluent in Chinese (Mandarin)

Leadership

Project management

Data-driven decision making

Call center metrics familiarity

Job description

Responsibilities

• Manage daily operations of customer service projects and call center activities to ensure smooth execution.
• Lead project planning, client communication, role allocation, and human resource management.
• Drive continuous process optimization to improve resource utilization and reduce operational costs.
• Conduct staff training, coaching, and performance evaluations to enhance overall team performance.
• Develop and implement operational strategies to improve efficiency and service quality.
• Analyze operational data (such as CMS reports and KPIs) and provide practical improvement recommendations.
• Collaborate with cross‑functional teams to ensure operational goals align with company strategy.
• Participate in solution design and client presentations, demonstrating strong project management and operational capabilities.
• Manage key client (principal/“client‑side”) relationships to ensure effective communication and project delivery.

Job Requirements

• Must be able to speak and read Chinese (Mandarin) to communicate with China‑based teams and clients.
• 3–5 years of call center or customer service operations experience, with at least 3 years in a managerial role.
• Proven experience managing large teams and familiarity with BPO/customer service operations.
• Hands‑on frontline experience with successful progression into an operations management role.
• Strong experience in managing key clients and driving project implementation.
• Ability in solution design or operational planning.
• Familiar with call center metrics, workforce scheduling, manpower planning, and CMS/KPI reporting.
• Strong business acumen with strategic thinking and a data‑driven approach to decision‑making.
• Demonstrated success in cost control and process optimization.
• Excellent leadership, communication, and stakeholder management skills.
• Able to accept overseas travel and work assignments, and adapt to multi‑location working environments.

DSGPay Malaysia

Kuala Lumpur City Centre, Kuala Lumpur, MY