Assistant Manager – Customer Operations

KENYALANG TELECOM SERVICES SDN BHD runs a growing call centre supporting broadband and mobile subscribers across Sarawak. As call volumes rise steadily with our expanding subscriber base, we need strong operational leadership to keep service quality high and the frontline team genuinely motivated. This is a role for someone who wants to actively shape how a regional call centre performs and develops its people, rather than simply keeping it ticking over from one shift to the next.

We're hiring an Assistant Manager to oversee daily call centre operations, coaching a team of representatives and driving improvements in service metrics. The role suits an experienced customer operations professional who is ready to step fully into people leadership and performance management. You'll own the key numbers — resolution rates, service levels, and customer satisfaction — as well as the ongoing development of the team that delivers them day in and day out across every shift.

Key responsibilities

• Oversee daily call centre operations, rosters, and appropriate staffing levels
• Coach representatives on call quality, resolution, and customer soft skills
• Analyse call volume trends and adjust rosters and priorities accordingly
• Handle escalated customer complaints personally, fairly, and promptly
• Report weekly performance metrics and clear improvement plans to management
• Identify process and system improvements to raise first-call resolution
• Support recruitment, onboarding, and training of new representatives
• Foster a positive, high-performing, and supportive team culture

What we offer

• Performance bonus
• Medical benefits
• Mobile plan staff discount
• Leadership development support

Requirements

• At least 3 years of call centre or customer operations experience
• At least 1 year in a team lead or supervisory role
• Comfortable working with call centre reporting and workforce tools
• Strong coaching, people management, and problem-solving skills
• Calm and effective under pressure during peak periods