Operations Manager – Contact Centre (Kuala Lumpur, Malaysia)

Private Advertiser; Kuala Lumpur; Sur place; MYR 90 000 - 140 000; Plein temps

Résumé du poste

Private Advertiser in Kuala Lumpur seeks an experienced Operations Manager to lead a newly established contact centre. You will own daily operations, oversee workforce deployment, staff development and office administration to ensure efficient service delivery and consistent standards.

Reporting to regional leadership, you will align with Singapore management, drive KPI performance, quality monitoring, workflow optimization and governance while building a capable frontline team and ensuring

Qualifications

• Diploma or Degree in Business Administration, Operations Management or related discipline.
• Minimum 5 years in contact centre operations or customer service management.
• At least 3 years in supervisory or managerial roles.
• Experience with regional or overseas management is a plus.
• Strong leadership, communication, and stakeholder management skills.

Responsabilités

• Oversee day-to-day contact centre operations ensuring efficient service delivery and SOP compliance.
• Monitor KPIs, call handling, productivity and service levels; address issues promptly.
• Lead workforce planning, rostering, recruitment, onboarding and staff development.
• Coordinate with Singapore teams to align operational standards and practices.
• Manage office administration, facilities, budgets and staff welfare.
• Provide regular management reporting on performance, manpower and service quality.

Connaissances

Leadership

Communication

Organisational skills

Stakeholder management

Workforce management

Shift rostering

Performance monitoring

Ownership & accountability

Formation

Diploma or Degree in Business Administration / Operations Management

Outils

Microsoft Office

Contact centre systems

Workforce management tools

Description du poste

Operations Manager – Contact Centre (Kuala Lumpur, Malaysia)

We are seeking a responsible, results-driven and resourceful operations leader who can take ownership and oversee the day-to-day operations of a newly established contact centre in KL, managing frontline operations, workforce deployment, staff development and office administration to ensure efficient service delivery and consistent service quality.

As the key person-in-charge of the Malaysia operations, working collaboratively with the Singapore management and stakeholders across both countries, you will play an important role in establishing operational standards, building a capable frontline team, ensuring seamless coordination between both locations and driving operational excellence.

Oversee the daily operations of the contact centre to ensure efficient service delivery and compliance with established SOPs and service standards.

Monitor operational KPIs, call handling performance, productivity and service levels, and address operational issues promptly.

Ensure consistent operational practices and effective implementation of management directives in alignment with the Singapore team.

Workforce Management & Team Development

Lead workforce planning, manpower deployment, shift rostering and attendance management to ensure adequate operational coverage.

Oversee recruitment, onboarding, staff training, performance management and development of call agents.

Drive staff engagement, discipline and productivity through regular coaching, performance reviews and team briefings.

Identify and develop potential talent for future deployment opportunities.

Service Quality & Performance Management

Ensure consistent customer service standards through call quality monitoring, performance reviews and service feedback.

Address customer complaints, recurring service issues and performance gaps through appropriate coaching and improvement measures.

Coordinate with Singapore's Training and Service Quality teams to strengthen staff competency and service delivery.

Office Administration & Staff Welfare

Oversee office administration, facilities, equipment, supplies and operational resources to ensure a safe and conducive working environment.

Manage office-related expenditure within approved budgets and attend to staff welfare and workplace matters.

Liaise with local vendors, service providers and relevant external parties.

Management Reporting & Stakeholder Coordination

Provide regular management reports and updates on operational performance, manpower, service quality and key developments.

Work closely with Singapore's Operations, Workforce Management, HR, Training and Service Quality teams to ensure operational alignment.

Escalate significant operational issues, manpower shortages and service disruptions promptly.

Governance & Continuous Improvement

Ensure compliance with company policies, applicable local regulations, information security and data confidentiality requirements.

Maintain proper operational records and support audits, reviews and business continuity arrangements.

Identify and implement improvements in operational efficiency, productivity and service delivery, including the adoption of digital solutions, automation and AI-enabled processes.

Job Requirements

Diploma or Degree in Business Administration, Operations Management, Customer Service Management or a related discipline.

Minimum 5 years of relevant working experience, preferably in contact centre operations, shared services or customer service management with at least 3 years of supervisory or managerial experience, with proven ability to lead and manage frontline service teams. Experience working with regional or overseas management teams will be an advantage.

Strong leadership, communication, organisational and stakeholder management skills, knowledge of workforce management, manpower planning, shift rostering and performance monitoring.

Experience in monitoring operational KPIs, service levels, call handling times and team productivity.

Proactive, resourceful, hands-on and able to work independently with a strong sense of ownership and accountability.

Proficient in Microsoft Office, contact centre systems and workforce management tools

Only shortlisted candidates will be contacted for an interview.