Assistant Manager - Operations

Job Description

The Responsibilities of the Role:

• Lead, supervise, and coach the Executive Technical Support team to achieve call centre KPIs and service levels.
• Review and enhance workflows and SOPs to improve productivity and close service gaps.
• Maintain and continuously update the Quality Management System (QMS) and all supporting documentation, including forms, templates, policies, and work instructions.
• Collaborate with the Operations Manager/MIS department to coordinate shift rosters and manage staff scheduling to meet operational needs.
• To prepare daily, weekly, and monthly reports pertaining to contact centre operations and performance.

Skill Requirements:

• Degree or an equivalent professional qualification.
• Mandarin language capability will be an added advantage.
• Good command of spoken and written English and Bahasa Malaysia.
• Excellent knowledge of ICT products and services, including computer hardware, electronics, software, and basic networking.
• Minimum 3 years of experience in similar capacity.
• Proficient in MS Office applications.
• Passionate about customer care, providing responsive and quality support.
• Demonstrates good people skills and teamwork qualities that foster a constructive working relationship and a friendly environment.

The Package :

• Attractive Salary.
• Performance Related Allowance on a quarterly basis.
• 15 days Annual Leave.
• 14 days Medical Leave.
• Medical and hospitalization insurance coverage.

Experience Required :

• Associate

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.