Job Description

Job Responsibilities:

Manage the daily operations of customer service projects. Lead project planning, client communication, role allocation, and human resource management. Drive continuous business process optimization to improve resource utilization and cost control. Conduct staff training, coaching, and performance evaluation. Develop and implement call center operational strategies to enhance productivity and service quality. Analyze operational and call center data (e.g., CMS reports, KPIs) and provide actionable improvement recommendations. Collaborate with cross-functional teams to ensure operational goals align with company strategy.
Job Requirements:

3-5 years of call center operations experience, with at least 3 years in a management role. Proven track record in managing large teams in BPO/customer service operations. Familiar with call center metrics, workforce scheduling, CMS reports, KPIs, and manpower planning. Strong business acumen and strategic thinking, with a data-driven approach to decision-making. Experience in cost management and process optimization. Excellent leadership, communication, and stakeholder management skills. Fluent in spoken and written Chinese, English, and Malay.
Job Type: Full-time

Pay: RM6,000.00 - RM10,000.00 per month

Experience:

Operation: 3 years (Required)
Language:

English (Required) Chinese (Required)
Location:

Kuala Lumpur (Required)
Work Location: In person