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Head of Enterprise Customer Operations & Service Delivery - BPO

Kuala Lumpur Permanent MYR216,000 - MYR264,000 per year View Job Description
Lead the end-to-end setup, launch and management of a new enterprise contact centre, overseeing customer experience, service operations, workforce planning and AI-enabled support capabilities. This role combines strategic design and operational leadership to build a high-performing, scalable customer support function from the ground up.
  • Take ownership of establishing a brand-new enterprise contact centre.
  • Key role in modernising customer service operations

About Our Client

Our client is a leading organisation undergoing significant growth and transformation within the enterprise customer segment. As part of its expansion strategy, the company is investing in enhancing its customer service capabilities through the establishment of a modern, technology-enabled contact centre.

Job Description

  • Develop and implement the enterprise contact centre operating model and service strategy.
  • Design customer journeys, channel structures, routing logic, service standards and escalation frameworks.
  • Translate business requirements into operational and technology solutions.
  • Lead implementation, launch readiness, process development and training initiatives.
  • Establish workforce planning, forecasting, scheduling and capacity management frameworks.
  • Monitor and improve key operational metrics including SLA, response time, resolution rate and customer satisfaction.
  • Oversee day-to-day service delivery across voice, chat and digital channels.
  • Manage internal teams, outsourced partners and vendor relationships.
  • Drive the adoption of AI-enabled customer service tools and automation capabilities.
  • Implement governance, risk management, compliance and business continuity processes.
  • Lead continuous improvement initiatives to enhance service quality and operational efficiency.
  • Provide regular performance reporting and strategic recommendations to senior leadership.

The Successful Applicant

  • Bachelor's Degree in Business, Operations, Customer Experience, Telecommunications or a related field.
  • Minimum 8 years' experience in contact centre operations, customer operations or service delivery.
  • At least 4 years of leadership experience within contact centre management, transformation or implementation environments.
  • Proven success in building, transforming or redesigning contact centre operations.
  • Strong expertise in workforce planning, forecasting, queue management and service operations.
  • Experience with contact centre technologies such as Genesys, Talkdesk, Five9, Sprinklr, Amazon Connect or similar platforms.
  • Understanding of AI-enabled customer service solutions including chatbots, intelligent routing and quality monitoring.
  • Experience managing internal teams, outsourced service providers and vendors.
  • Enterprise or B2B customer service experience would be advantageous.
  • Strong stakeholder management, leadership and analytical capabilities.
  • Comfortable operating within a fast-paced and evolving environment.

What's on Offer

  • Opportunity to lead a major customer operations transformation initiative.
  • High-impact role with significant visibility across senior leadership.
  • Exposure to cutting-edge contact centre technology and AI-driven customer experience solutions.
  • Opportunity to build and shape an operation from the ground up.
  • Attractive remuneration package and long-term career growth opportunities.Opportunity to lead a major customer operations transformation initiative.
  • High-impact role with significant visibility across senior leadership.
  • Exposure to cutting-edge contact centre technology and AI-driven customer experience solutions.
  • Opportunity to build and shape an operation from the ground up.
  • Attractive remuneration package and long-term career growth opportunities.
Contact
Joshua Joel
Quote job ref
JN-112026-7139191
Phone number
+60323024008

Job summary

Function
Sales
Specialisation
Business Development
What is your area of specialisation?
Technology & Telecoms
Location
Kuala Lumpur
Contract Type
Permanent
Consultant name
Joshua Joel
Consultant contact
+60323024008
Job Reference
JN-112026-7139191

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.