CS Assistant Manager

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Canaan Communication & Technologies Sdn Bhd Full time 1,440,000 - 2,880,000 per year

Job Description:

Roles:

  • Oversee day-to-day workforce management real time analysis operations across multiple locations
  • Ensure optimal staffing levels through operational schedule adherence and real-time management.
  • Collaborate with WFM schedulers, data analysts, and operations managers to align headcount plans with service level goals.
  • Monitor key WFM metrics (abandonment rate, AHT, adherence, service levels) and recommend action plans.
  • Manage a team of WFM real time analysts, providing coaching, support, and performance feedback.
  • Supervise and mentor WFM analysts or schedulers to build strong analytical and operational skills.
  • Serve as the escalation point for real time analysis-related issues affecting service delivery.
  • Lead the scheduling and real time management process to balance employee preferences and business needs.
  • Monitor real-time queues and agent adherence to ensure service targets are met.
  • Coordinate with operations to respond to volume outliers, fluctuations, or outages.
  • Prepare daily, weekly and monthly reports on service levels, trends, staffing, and productivity trends.
  • Utilize advanced Excel models and WFM tools for analytics, data visualization and reporting.
  • Present workforce insights and recommendations to senior management.
  • Manage workforce data integrity within WFM systems and ensure timely updates.
  • Automate reports and dashboards to enhance decision-making efficiency.
  • Assigns and tracks the ad-hoc tasks and projects requested by the senior management and key stakeholders.

Requirements:

  • Bachelor's degree in Business Administration, Mathematics, Statistics, Economics, or related field.
  • 3–5 years of experience in Workforce Management within a contact center or BPO environment.
  • At least 1–2 years in a leadership or supervisory capacity.
  • Proven track record in forecasting, scheduling, and real-time management.
  • Experience managing multi-site or multi-channel (voice, chat, email) operations.
  • Hands-on experience in capacity planning, staffing models, and KPI performance tracking.
  • Exposure to workforce optimization initiatives (automation, self-service reporting, process improvement).
  • Strong ability to interpret large data sets, generate actionable insights and make real-time decisions.
  • Advanced Excel knowledge.
  • Excellent written and verbal communication for cross-functional collaboration.
  • Knowledge of WFM tools (Verint, Avaya, Twilio, Google CCAI, LookersStudio), advanced Excel proficiency strongly preferred

Job Type: Full-time

Pay: Up to RM8,000.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Work Location: In person

  • Assistant CS Manager

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia GoGoX Full time 60,000 - 120,000 per year

    We are looking for an Assistant Customer Service (CS) Manager to oversee daily operations, ensuring that client needs are met efficiently while maintaining strong communication with all stakeholders. In this role, you will manage order accuracy, evaluate agent performance, resolve escalated issues, and drive continuous improvement initiatives. You will also...

  • Senior CS

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Second Talent Full time 60,000 - 120,000 per year

    Job Highlights:Budget: MYR (Including all the tax, EPF, Socso)Must-have: experience with eCommerce management and professional in Mandarin, CantoneseWork type: Remote Fulltime 100% (So you can still stay in Malaysia and work remotely with the engineering team in Hongkong)Need to follow Hongkong Public holidayAM roleManage day-to-day operations and...

  • Specialist - CS

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Vistra Full time $14,400 - $21,600 per year

    It's never been a more exciting time to join Vistra.  At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction. But progress...

  • CS Specialist

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Bitget Wallet Full time 40,000 - 60,000 per year

    About usBitget is one of the world's leading digital assets ecosystems. With over 120 million registered users, Bitget has one of the most comprehensive suites of blockchain products and services available via Our mission is to support the growth of the digital assets industry and we believe it represents the future of finance. What we do empowers the future...

  • CS Real-Time Assistant Manager

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Canaan Communication & Technologies Sdn Bhd Full time 78,000 - 180,000 per year

    Roles:Oversee day-to-day workforce management real time analysis operations across multiple locationsEnsure optimal staffing levels through operational schedule adherence and real-time management.Collaborate with WFM schedulers, data analysts, and operations managers to align headcount plans with service level goals.Monitor key WFM metrics (abandonment rate,...

  • Customer Service Manager

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Avenir Group Full time 90,000 - 120,000 per year

    Responsibilities:VIP / Institutional account services/ CS preferred , Crypto related exp. is a MUSTHandle Telegram , back office tickets, and provide 7*24h online enquiries and email/call replies services to customers.Handle customer enquiries, advices and suggestions via telegram, email or online tools.Support other business units with customer liaison,...

  • Junior Customer Service Executive

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Private Advertiser Full time 20,000 - 60,000 per year

    Role OverviewWe are looking for a Junior Customer Service Executive to join our regional team based in Malaysia. You will support customer interactions across multiple Southeast Asian markets, ensuring quick and accurate responses while delivering excellent customer experiences.Role purpose:To provide day-to-day customer support for all markets, handling...

  • Senior Human Resources Executive

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia CS Ltd Full time 90,000 - 120,000 per year

    Job ResponsibilityDevelop, implement, and ensure compliance with HR policies and procedures in accordance with labor laws and company regulations.Standardize and manage HR regulations, systems, and best practices to enhance operational efficiency.Conduct salary benchmarking and manage internal salary structures to support fair and competitive compensation...

  • Actuarial, Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia AIA Malaysia Full time 60,000 - 120,000 per year

    At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. We need great Actuaries who want to be part of something bigger than finance alone. Because the better we can nurture our financial...

  • Agency Relationship Management, Specialist

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia AIA Malaysia Full time 60,000 - 120,000 per year

    FIND YOUR 'BETTER' AT AIAWe don't simply believe in being 'The Best'. We believe in better - because there's no limit to how far 'better' can take us.We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more...