Operations Assistant Manager

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Canaan Communication & Technologies Sdn Bhd Full time

Role Summary

The Assistant Manager, Operations plays a pivotal role in managing day-to-day contact center operations, ensuring performance excellence, adherence to KPIs/SLAs, and maintaining high quality service delivery. The role acts as a bridge between frontline agents, team leaders, QA, and management driving productivity, continuous improvement, and client satisfaction.

Key Responsibilities

  • Operational Leadership Oversee daily operations and performance of assigned teams across multiple channels (Voice, Email, WhatsApp, and Social).
  • Manage workforce planning, attendance, and shift rosters to ensure optimal staffing and adherence to service levels.
  • Conduct regular performance reviews and one-on-one coaching with Team Leaders and CSOs to drive results.
  • Ensure timely and accurate reporting of KPIs, SLAs, and operational metrics to management and clients.
  • Support root cause analysis and corrective actions for service deviations, escalations, and QA findings. People Management
  • Lead, motivate, and develop Team Leaders and agents to achieve operational excellence and career progression.
  • Conduct performance evaluations, identify training needs, and coordinate with the Training team on refresher or upskilling programs.
  • Foster a positive team culture that emphasizes accountability, teamwork, and continuous improvement. Client & Stakeholder Engagement
  • Serve as the point of contact for client communications related to day-to-day operations.
  • Participate in client calls, business reviews, and weekly cadence meetings to discuss metrics, feedback, and improvement plans.
  • Ensure compliance with client SOPs, escalation flows, and service guidelines. Process Excellence & Compliance
  • Drive standardization of processes across shifts and teams, ensuring consistent customer experience.
  • Collaborate with QA and Training to identify gaps and implement process improvements.
  • Ensure adherence to company and client compliance standards (ISO 27001, PDPA, etc) Monitor adherence to KPIs such as AHT, FCR, CSAT, SLA, Occupancy, and Quality Scores. Key Performance Indicators (KPIs)
  • Achievement of SLA and KPI targets
  • Attrition and absenteeism control.
  • Escalation response and resolution time.
  • Process improvement initiatives implemented per quarter.

Qualifications & Skills

  • Diploma / Bachelor's Degree in Business, Management, or equivalent experience
  • Minimum 3–5 years' experience in contact center operations with at least 1–2 years in a supervisory or team leader role.
  • Strong analytical and decision-making skills with a results-driven mindset.
  • Excellent communication, coaching, and stakeholder management abilities.
  • Proficient in CRM / ticketing systems
  • Ability to work in a fast-paced, dynamic, and KPI-driven environment.
  • Fluent in English Work Schedule
  • 5 day work week

Job Types: Full-time, Contract

Contract length: 12 months

Pay: RM5, RM5,500.00 per month

Benefits:

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

Work Location: In person

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