Assistant Manager, Contact Centre

We are Malaysia’s leading Credit Reporting Agency (CRA) and we are aggressively expanding our business, and looking for dynamic, driven and motivated individuals to join our team. Our Direct-To-Consumer segment (D2C), is one of our fastest growing product areas in the market, with an abundance of expansion plans and innovative ideas on hand.

ROLE OVERVIEW

This role plays a critical leadership role in translating contact centre strategy into consistent day-to-day execution ensuring customer experience, operational efficiency and people performance are aligned with business goals. The Assistant Manager, Contact Centre is accountable for operational stability, sustained service levels and continuous improvement across all customer contact channels, while serving as the first line of managerial control for performance risks, customer escalations and service failures through early trend identification, root-cause analysis and corrective actions.

As a people lead...