Operation Manager

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia TSING DIGITAL TECHNOLOGY SDN. Full time 72,000 - 120,000 per year

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, RM10,000.00 per month

Experience:

  • Operation: 3 years (Required)

Language:

  • English (Required)
  • Chinese (Required)

Location:

  • Kuala Lumpur (Required)

Work Location: In person

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