Customer Experience Operations Asst Manager

• Customer -Centric Leadership: Manage and motivate customer experience teams under your care, fostering a culture of customer obsession. Work closely with the Senior Manager to implement strategies that deliver exceptional service quality.  
  
• Operational Excellence: Oversee daily operations to ensure service levels, productivity, and customer satisfaction are consistently achieved. Address any operational challenges promptly.  
  
• Performance Optimization: Utilize data -driven approaches to improve processes, reduce response times, and enhance overall service standards.  
  
• Training & Development: Support the design and delivery of training programs to ensure team members maintain consistent, high -quality service. Facilitate ongoing development to meet evolving business needs.  
  
• Capacity Planning: Assist the Senior Manager in mid - to long -term planning for capacity and resource management. Ensure your teams are adequately staffed to meet customer demands.  
  
• Cross -Functional Collaboration: Partner with the Senior Manager and other departments such as Product, Marketing, and Logistics to address customer pain points and support continuous improvement initiatives.  
  

Requirements

• Proven experience in managing customer experience operations, preferably within call centres or customer support environments in Malaysia, supporting global markets.    
  
• Demonstrated leadership skills with a track record of driving team performance and customer -centric initiatives.   
  
• Solid understanding of customer service metrics, call centre technology, and operational KPIs.   
  
• Passionate about customer experience and driven to make a meaningful impact on service delivery.   
  
• Experience with both BPO and in -house operations is a plus.  Data -driven mindset with a focus on process improvement and performance optimization.  
  
• At least 7 years in customer service experience