Operations Manager : Call Centre (BPO)

Foundever Malaysia Sdn.Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Paid leave entitlements

Flexible working environment

Job summary

Foundever Malaysia Sdn.Bhd is seeking an Operations Manager for its Kuala Lumpur call centre to lead daily operations, optimise performance and deliver outstanding customer service. The role focuses on driving continuous improvement, managing teams and budgets, and achieving targets in a fast-paced environment.

The ideal candidate will have 3+ years in call centre operations management within a BPO, strong leadership, and proven ability to optimize processes and costs while ensuring high-quality

Qualifications

• 3+ years in call centre operations management or similar supervisory role in a BPO
• Track record of delivering against operational targets
• Strong understanding of call centre metrics and QA processes
• Excellent leadership and people management skills
• Ability to drive operational efficiency and cost control
• Proficiency in data interpretation and reporting
• Fluency in English and Malay is essential

Responsibilities

• Oversee daily call centre operations, ensure SLA and quality standards
• Lead, motivate and develop a diverse team of agents, supervisors and support staff
• Monitor metrics: call volumes, AHT, abandon rates and CSAT
• Implement process improvements to enhance efficiency and reduce costs
• Manage staffing, scheduling and workforce planning
• Conduct performance reviews and provide coaching and training needs
• Liaise with client stakeholders to understand requirements and maintain relationships
• Prepare and present operational reports to senior management
• Manage budgets and resources while maintaining quality and service
• Ensure compliance with policies and regulatory requirements

Skills

Leadership

People management

Call centre metrics

Data analysis

English & Malay

Budget management

Education

Bachelor's degree in Business Administration or Management

Tools

Call centre software

Workforce management

Microsoft Office

Job description

About us

Foundever Malaysia Sdn.Bhd is a leading business process outsourcing (BPO) provider delivering exceptional customer service solutions on a global scale. We are committed to helping our clients achieve their business objectives through innovative, efficient and customer-centric operations. Our team in Malaysia is dedicated to maintaining the highest standards of service delivery whilst fostering a collaborative and supportive workplace culture.

About the role

We are seeking an Operations Manager for our Call Centre to join our Kuala Lumpur office on a full-time basis. This is a pivotal leadership position responsible for overseeing the day-to-day operations of our call centre facility. You will play a crucial strategic role in ensuring operational excellence, managing team performance, optimising efficiency and delivering outstanding customer service outcomes. This role requires a proactive leader who can drive continuous improvement, manage budgets effectively and inspire a high-performing team to achieve ambitious targets.

Key responsibilities

• Oversee and manage daily call centre operations, ensuring compliance with service level agreements (SLAs) and quality standards
• Lead, motivate and develop a diverse team of customer service representatives, supervisors and support staff
• Monitor operational metrics including call volumes, average handle time (AHT), abandonment rates and customer satisfaction scores
• Implement process improvements and operational best practices to enhance efficiency and reduce costs
• Manage staffing levels, scheduling and workforce planning to meet business demands
• Conduct regular performance reviews, provide coaching and identify training needs for team members
• Liaise with client stakeholders to understand requirements, address concerns and maintain strong working relationships
• Prepare and present regular operational reports and analytics to senior management
• Manage budgets and resources effectively whilst maintaining quality and service standards
• Ensure compliance with company policies, regulatory requirements and industry best practices
• Identify and resolve operational challenges, escalating issues when necessary

What we're looking for

• Minimum 3 years' experience in call centre operations management or a similar supervisory role within a BPO environment
• Proven track record of successfully managing large teams and delivering against operational targets
• Strong understanding of call centre metrics, workforce management systems and quality assurance processes
• Excellent leadership and people management skills with the ability to motivate and develop team members
• Demonstrated ability to drive operational efficiency, cost control and continuous improvement initiatives
• Strong analytical and problem-solving capabilities with proficiency in data interpretation
• Excellent communication skills, both written and verbal, with the ability to engage effectively at all levels
• Proficiency in call centre management software, workforce management tools and Microsoft Office Suite
• Customer-focused mindset with a commitment to delivering high-quality service
• Bachelor's degree in Business Administration, Management or a related field is preferred
• Fluency in English and Malay is essential; additional language skills are advantageous

What we offer

• We are committed to creating a rewarding and supportive workplace for our employees. We offer competitive remuneration packages commensurate with experience and performance. You will have access to professional development opportunities, including training programmes and career advancement pathways within our growing organisation.
• We provide a comprehensive benefits package including health insurance, paid leave entitlements and employee wellness programmes. We maintain a flexible working environment that recognises the importance of work-life balance, and we foster an inclusive culture where every team member is valued and supported.

Foundever® is a global leader in the customer experience (CX) industry. With 130,000 associates across the globe, we're the team behind the best experiences for +800 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Foundever® is a global leader in the customer experience (CX) industry. With 130,000 associates across the globe, we're the team behind the best experiences for +800 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.