Section Head, Enterprise Customer Care

U Mobile; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

U Mobile Sdn Bhd is seeking an Enterprise Contact Centre Lead to build and launch the enterprise contact centre across inbound voice, chat, and other channels in Malaysia. You will establish the operating model, customer journeys, service standards and AI-enabled capabilities from the ground up, then drive performance, CX, and continuous improvement at scale.

You will manage permanent staff, contract agents and outsourced partners, oversee recruitment and training, and lead improvement

Qualifications

• Bachelor’s degree in a related discipline.
• 8+ years in contact centre operations or service delivery, with 4+ years in management or transformation.
• Proven track record transforming or redesigning a contact centre operation.
• Strong knowledge of queue design, routing, WFM, forecasting & real-time ops.
• Familiarity with CC platforms such as Genesys, Talkdesk, Five9, Sprinklr or similar.
• Understanding of AI-supported CC solutions, including agent tools and chatbots.

Responsibilities

• Develop and deliver the enterprise contact centre operating model and service strategy.
• Design customer journeys, channel setup, queue structure, routing and service standards.
• Translate business requirements into operational and tech specifications for CC Enablement and AI teams.
• Lead implementation, readiness, documentation, training and launch stabilisation.
• Establish workforce planning, forecasting, rostering, staffing and capacity management.
• Define and monitor KPIs including SLA, response time, abandonment, resolution, quality and CSAT.
• Manage day-to-day real-time operations and take timely action when targets are missed.
• Lead permanent staff, contract agents and outsourced partners across recruitment and development.
• Drive adoption of AI agent tools, intelligent routing, automation and AI-powered quality monitoring.
• Establish governance, risk, business continuity and vendor performance frameworks.
• Lead improvement initiatives to boost CX, productivity, service quality and cost efficiency.
• Provide senior management with performance updates, risk assessments and strategic recommendations.

Skills

Stakeholder management

People leadership

Data analysis

Decision making

Strategic thinking

Education

Bachelor's degree in Business/Operations/Customer Experience/Telecommunications

Tools

Genesys

Talkdesk

Five9

Sprinklr

Amazon Connect

Job description

The Enterprise Contact Centre Lead will build, launch and lead U Mobile’s enterprise contact centre across inbound voice, chat and other customer channels.

You will establish the operating model, customer journeys, service standards, workforce approach and AI-supported capabilities from the ground up. Once operational, you will lead service performance, customer experience, team development and continuous improvement to build a scalable, high-performing contact centre.

The Day-to-Day Activities

• Develop and deliver the enterprise contact centre operating model and service strategy.
• Design customer journeys, channel setup, queue structure, routing, escalation procedures and service standards.
• Translate business requirements into operational and technology specifications for the Contact Centre Enablement and AI & Systems teams.
• Lead implementation, operational readiness, process documentation, training and stabilisation after launch.
• Establish workforce planning, forecasting, rostering, staffing and capacity-management approaches.
• Define and monitor key performance indicators, including service level, response time, abandonment rate, resolution, quality, productivity and customer satisfaction.
• Manage day-to-day, real-time operations and take timely action when performance falls below target.
• Lead permanent employees, contract agents and outsourced partners across recruitment, development, performance management and engagement.
• Drive the adoption of AI agent support tools, intelligent routing, automation and AI-supported quality monitoring.
• Establish governance, risk management, business continuity and vendor-performance frameworks.
• Lead improvement initiatives that strengthen customer experience, productivity, service quality and cost efficiency.
• Provide senior management with regular performance updates, risk assessments and strategic recommendations.

About You

• Bachelor’s degree in Business, Operations, Customer Experience, Telecommunications or a related discipline.
• More than 8 years in contact centre operations, customer operations or service delivery, including at least 4 years in a management, transformation or contact centre implementation role.
• A proven record of establishing, transforming or significantly redesigning a contact centre operation.
• Strong knowledge of queue design, routing, workforce management, forecasting and real-time operations.
• Familiarity with contact centre platforms such as Genesys, Talkdesk, Five9, Sprinklr, Amazon Connect or similar platforms.
• Understanding of AI-supported contact centre solutions, including agent support tools, chatbots, intelligent routing and automated quality monitoring.
• Able to manage permanent employees, contract agents, vendors and outsourced service providers.
• Telecommunications or enterprise B2B contact centre experience is strongly preferred.
• Strong strategic thinking, stakeholder management, data analysis, decision-making and people leadership skills.
• Able to build and lead an operation in a new or evolving environment.