Operation Manager BPO

Key Responsibilities

Operations Management

Manage daily inbound contact centre operations and service delivery activities.

Ensure achievement of client SLAs, KPIs, quality standards, and customer satisfaction targets.

Monitor and analyze operational metrics including Service Level, Average Speed of Answer (ASA), Average Handle Time (AHT), Occupancy, First Call Resolution (FCR), and Customer Satisfaction (CSAT).

Identify and implement process improvements to enhance operational efficiency and service performance.

Drive initiatives that improve productivity, customer experience, and operational effectiveness.

Client Management

Serve as the primary operational contact for assigned client accounts.

Conduct regular business reviews and performance discussions with clients.

Manage operational escalations and ensure timely issue resolution.

Support client retention efforts and contribute to account growth initiatives.

Maintain strong client relationships through effective communication and service delivery.

Team Leadership

Lead, coach, mentor, and develop Team Leaders, Supervisors, and Customer Service teams.

Drive employee engagement, productivity, and performance management initiatives.

Collaborate with HR on recruitment, onboarding, workforce planning, and retention strategies.

Ensure optimal resource allocation and staffing levels to support business requirements.

Foster a high-performance and customer-centric culture within the contact centre.

Quality & Compliance

Oversee quality assurance programs and customer experience initiatives.

Ensure compliance with client requirements, company policies, operational procedures, and ISO standards.

Lead continuous improvement initiatives to enhance service quality and operational performance.

Monitor quality metrics and implement corrective actions where necessary.

Knowledge and Skill Requirements:



Bachelor’s Degree in Business, Management, Communications, or a related discipline.


Minimum 5 years of experience within a Contact Centre or BPO environmentAt least 2 years of experience in a managerial role overseeing contact centre operations.


Proven experience managing inbound customer service programs and client accounts.Strong understanding of contact centre operations, workforce management, quality assurance, and customer experience management.


Experience leading teams of 30–100 employees.


Strong stakeholder management, communication, and interpersonal skills.


Excellent analytical, problem-solving, and decision-making abilities.


Proficiency in CRM systems, contact centre platforms, and Microsoft Office applications.


Ability to manage multiple priorities in a fast-paced operational environment.


Fluent in spoken and written English, Bahasa Malaysia, and Mandarin.
Benefit:

EPF & SOCSO

Annual Leave

Career progression opportunities