Head of Contact Centre

Life at U Mobile

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At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.

Let's start your journey with an award-winning organization!

#UnbeatableCareerAwaits

Top Reasons To Join Us!

• Awarded For
• Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
• Bronze Winner in Cross-Generational Workforce Engagement (2024)
• Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands
  
  

Role

• The Head of Contact Centre is responsible for the strategic leadership, digital transformation, regulatory performance, and overall operational excellence of U Mobile's Contact Centre.
• This role oversees the end-to-end customer interaction ecosystem, spanning voice, digital, and social, and self-service channels ensuring exceptional service delivery, operational efficiency, cost effectiveness and continuous innovation to improve customer touchpoints.
• Reporting to the Chief Marketing Officer, the incumbent will spearhead the three key pillars Operations, Quality Compliance, and Experience & Engagement with a mandate to elevate customer satisfaction, drive digital and Generative AI transformation, enhance workforce capability, and deliver measurable business outcomes aligned with U Mobile's brand promise.
• The role may also be involved in supporting near future initiatives to expand U Mobile's Contact Centre capabilities beyond the current consumer segment, including potential new setups to meet evolving business needs. In addition, this role requires readiness to lead the evaluation and implementation of a next-generation contact centre platform, ensuring successful transition, adoption, and long-term scalability.
  
  

The Day-To-Day Activities

• Strategic Leadership
• Define and execute the Contact Centre's strategic roadmap in alignment with business, customer, and regulatory objectives.
• Lead transformation initiatives including digitalisation, automation, chatbot optimisation, and generative AI integration, and omnichannel journey enhancements.
• Drive long-term strategies that balance service excellence, operational efficiency, and revenue generation.
• Stay abreast of industry best practices and technologies to position U Mobile's Contact Centre as a benchmark for customer experience excellence.
• Collaborate across C-suite forums and enterprise steering groups to align Contact Centre priorities with enterprise-wide goals.
• Champion mindset change and service culture transformation across all Contact Centre layers.
• Lead the planning and execution of any new contact centre setup required to support business expansion including site, system, service design, and operational readiness.
• Oversee the planning, evaluation, and implementation of new contact centre technology solutions, including platform selection, vendor engagement, rollout, and post-implementation optimisation.
• Operational & Performance Excellence/Regulatory Performance
• Oversee daily operations across all service channels (voice, email, chat, social media, case management) ensuring consistent, efficient, and high-quality support.
• Full compliance with all MCMC-mandated KPIs (e.g., complaint resolution response time, Careline speed to answer SLAs), with zero non-compliance, while consistently meeting all internal departmental KPIs.
• Serve as the key liaison with MCMC during audits, escalations or issue management. Should there be changes in the mandated standards, this person will also represent U Mobile in industry consultations and ensure timely internal alignment and implementation.
• Implement robust performance management across all Contact Centre teams, supported by real-time tracking frameworks, to ensure visibility, accountability, and timely corrective actions.
• Drive revenue-generating opportunities through sales-through-service model and outbound initiatives.
• Lead enterprise-level escalation handling, governance walkthroughs, and service recovery protocols.
• Ensure business continuity and operational resilience through proactive risk mitigation aligned with enterprise-wide risk frameworks (ERM).
• Integrate employee engagement insights into operational planning and performance improvement strategies, fostering a service culture driven by motivated and empowered teams.
• Incorporate motivational drivers, gamified performance goals, and structured recognition touchpoints to elevate frontline morale and sustain consistent service excellence.
• Quality, Compliance & Governance
• Oversee the Quality Assurance and regulatory adherence across all customer touchpoints.
• Ensure robust governance frameworks covering data privacy, process integrity, and audit compliance.
• Ensure ongoing compliance with relevant laws and frameworks, including the Personal Data Protection Act (PDPA) and the annual iSMS certification by SIRIM.
• Support and maintain Business Continuity Management (BCM) readiness and Business Impact Assessment (BIA) reviews, in collaboration with ERM and IT security functions.
• Monitor audit findings, enforce corrective actions, and track improvement outcomes.
• Foster a strong culture of quality ownership and accountability across the Contact Centre.
• Customer Experience & Engagement
• Champion the Voice of the Customer (VoC) programs - translating insights into business improvements.
• Drive initiatives that improve e.g., Customer Satisfaction (CSAT), Net Promoter Score (NPS and complaint ratios through journey innovation and digital-first CX design.
• Collaborate with brand and engagement teams to amplify emotional connection, loyalty, and advocacy.
• Lead cross-functional efforts to enhance the end-to-end customer journey through service innovation and process reengineering.
• Reposition the Contact Centre as a growth engine from passive support to active value creation.
• People Leadership & Development
• Lead, coach, and inspire the leadership team across the three pillars to cultivate a high-performing, engaged, and future-ready workforce.
• Champion employee development through structured training, targeted coaching, skills enablement, and succession planning.
• Partner closely with HR to drive robust talent development, , ensuring all staff are equipped with the right skills, knowledge, and mindset to support strategic transformation.
• Promote a strong culture of collaboration, inclusiveness, innovation, and empowerment anchored in U Mobile's values and aligned with the Contact Centre's evolving role as a business enabler.
• Drive employee engagement through continuous feedback, open communication, and purposeful recognition, ensuring staff feel valued, heard, and aligned to the Contact Centre's purpose and goals.
• Curate motivational programs and team-building initiatives, and spearhead staff recognition frameworks such as rewards, gamification, and celebration of achievements to sustain a motivated and purpose-driven workforce.
• Financial & Vendor Management
• Develop, own and manage the Contact Centre's annual operating budget, ensuring optimal cost-effectiveness and efficiency without compromising service quality or regulatory compliance. standards.
• Track and analyse variances against forecast, and implement corrective actions to meet business and operational targets.
• Oversee strategic partnerships with outsourced vendors, insourced manpower providers, and technology partners to ensure scalable performance, regulatory compliance, and alignment with U Mobile's cost and service delivery objectives.
• Negotiate and manage vendor contracts to ensure commercially sound agreements that support continuous service improvement, operational resilience, and innovation enablement.
  
  

About You

• Bachelor's degree in Business, Management, or a related discipline.
• 1215 years of experience in Contact Centre or Customer Experience leadership, with at least 5 years in senior management roles.
• Proven track record leading large-scale, multi-channel contact centre operations (voice, digital, social, case management) in fast-paced environments.
• Strong experience driving operational excellence, service quality improvement, and customer satisfaction outcomes.
• Demonstrated success in digital and AI transformation, including automation, chatbots, omnichannel platforms, and CRM-enabled service models.
• Solid understanding of telecommunications industry dynamics, MCMC regulatory requirements, and PDPA compliance (telco experience is highly advantageous).
• Hands-on leadership in vendor management, budgeting, cost optimisation, and performance governance.
• Experienced in change management, process reengineering, and culture transformation within complex service organisations.
• Proven people leader with the ability to build, engage, and develop high-performing teams.
• Strong strategic, analytical, and stakeholder management skills, with the ability to translate insights into measurable business outcomes.
  
  

What's Next Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.