Job Description

Role Summary

The Assistant Manager, Operations plays a pivotal role in managing day-to-day contact center operations, ensuring performance excellence, adherence to KPIs/SLAs, and maintaining high quality service delivery. The role acts as a bridge between frontline agents, team leaders, QA, and management driving productivity, continuous improvement, and client satisfaction.

Key Responsibilities

Operational Leadership o Oversee daily operations and performance of assigned teams across multiple channels (Voice, Email, WhatsApp, and Social). Manage workforce planning, attendance, and shift rosters to ensure optimal staffing and adherence to service levels. Conduct regular performance reviews and one-on-one coaching with Team Leaders and CSOs to drive results. Ensure timely and accurate reporting of KPIs, SLAs, and operational metrics to management and clients. Support root cause analysis and corrective actions for service deviations, escalations, and QA findings. People Management Lead, motivate, and develop Team Leaders and agents to achieve operational excellence and career progression. Conduct performance evaluations, identify training needs, and coordinate with the Training team on refresher or upskilling programs. Foster a positive team culture that emphasizes accountability, teamwork, and continuous improvement. Client & Stakeholder Engagement Serve as the point of contact for client communications related to day-to-day operations. Participate in client calls, business reviews, and weekly cadence meetings to discuss metrics, feedback, and improvement plans. Ensure compliance with client SOPs, escalation flows, and service guidelines. Process Excellence & Compliance Drive standardization of processes across shifts and teams, ensuring consistent customer experience. Collaborate with QA and Training to identify gaps and implement process improvements. Ensure adherence to company and client compliance standards (ISO 27001, PDPA, etc) Monitor adherence to KPIs such as AHT, FCR, CSAT, SLA, Occupancy, and Quality Scores. Key Performance Indicators (KPIs) Achievement of SLA and KPI targets Attrition and absenteeism control. Escalation response and resolution time. Process improvement initiatives implemented per quarter.

Qualifications & Skills

Diploma / Bachelor's Degree in Business, Management, or equivalent experience Minimum 3-5 years' experience in contact center operations with at least 1-2 years in a supervisory or team leader role. Strong analytical and decision-making skills with a results-driven mindset. Excellent communication, coaching, and stakeholder management abilities. Proficient in CRM / ticketing systems Ability to work in a fast-paced, dynamic, and KPI-driven environment. Fluent in English Work Schedule 5 day work week
Job Type: Full-time

Pay: RM5,000.00 - RM5,500.00 per month

Benefits:

Health insurance Maternity leave Opportunities for promotion Professional development
Work Location: In person