Assistant Manager - Operations (Bahasa Malaysia and English)

Job Description

The Role:

• The Assistant Manager - Operations plays a pivotal role in leading and supporting the Customer Service Executive team to deliver exceptional service and meet operational targets.
• This role is responsible for effective communication with both staff and customers, ensuring service accuracy, monitoring individual and team performance against key metrics, and supporting the Contact Centre in meeting service level goals.
• The Assistant Manager also handles administrative duties such as payroll, leave, and roster management, conducts regular team engagements, and assists in preparing reports.
• This position requires strong leadership, operational oversight, and the ability to coach and develop team members in a fast-paced environment.

The Responsibilities of the Role:

• The Assistant Manager - Operations must able to effectively communicate with his or her sub-ordinates or staff and with customers for the specific support desk.
• To ensure that the complete workforce of Executive - Customer Service present customers with accurate information.
• Support, coach and manage the Executive - Customer Service to ensure that both operational targets and service levels are achieved.
• Communicate performance against objective with the individual team members and to constantly monitor their performance in terms of agreed key performance indicator (log-in time, wrap time, average handle time) and any other KPIs as dictated by Operations.
• Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level) and any other KPIs as dictated by Operations.
• Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management.
• Support the management team in the creation of management reports to agreed time scales.
• Undertake any administration associated with payroll, staff annual leave/MC applications, expenses claims and amendments to staff rosters.
• Undertake ad-hoc tasks assigned by the Manager or above as and when required.
• Disseminate information received from client contact point to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
• When operational situation arises, management may require the Assistant Manager -Operations to stay back and complete all assigned duties.

Skill Requirements:

• Able to read, write and speak English and Malay.
• Good multitasking ability.
• Computer knowledge: MS Office, MS Outlook and Internet Explorer.
• Fast typing skills.
• Good problem-solving skills.
• Customer service oriented.
• Minimum Diploma with prior related working experience (preferably minimum 1 year experience in contact centre,) or equivalent combination of education and experience.
• Vast experience in helpdesk, customer service, or application support.
• Familiarity with ticketing systems (e.g., Zendesk).
• Familiarity with basic network troubleshooting.
• Basic understanding of web-based applications.

The Package :

• Attractive Salary up to RM5,000.
• Performance related bonus for confirmed staff.
• Entitlement for Night Shift Allowance.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Mid-Senior Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.