Are you ready to get ahead in your career
- We want to empower you to turn your ambitions into achievements.
- We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
- Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
- To realise our vision to become Malaysia's leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.
Why does this job exist and why is it critical
Job Summary
Lead and manage a high-performing team to deliver comprehensive reporting and analytics that enhance contact centre service and sales performance. Oversee performance management, including AI-driven tools, to optimize operations and improve agent productivity. Drive cross-functional projects and transformation initiatives to innovate processes, achieve cost efficiency, and build sustainable competitive advantages.
What are you accountable for
- Champion contact centre productivity & utilization by providing strategic
guidance and leadership, towards meeting service level targets and
optimizing cost efficiency.
- Strategic planning and execution of monthly sales campaigns, ensuring
timely and precise incentive management across customer service
operations to drive sales performance targets.
- Lead monthly business reviews to optimize profitability, fuel growth, enhance
sales productivity, and strategic headcount management.
- Stay at the forefront of emerging AI trends and proactively identify
opportunities to revolutionize Contact Centre performance via
implementation of new projects and initiatives.
- Conduct in-depth analyses of insights to evaluate how AI tools enhance
overall Contact Centre efficiency and increase customer satisfaction.
- Establish & govern KPIs for AI performance, (focusing on response accuracy
& agent efficiency) through robust analytics & management processes for
consistent service delivery standards.
- Deliver insightful and regular reports on AI-driven projects, showcasing
performance, impact on key metrics, and ROI .
What do you need to have for this role
- A Bachelor's degree in Business Management, Economics, Information Technology, Telecommunications, Engineering
- 6-10 years total working experience, preferably in the BPO, IT / FMCG / Financial Services industry, with > 3 years team management experience (preferably in the area of contact centre workforce, performance management, Telesales or project management).
- Possess a strategic mindset with proven leadership qualities.
- Highly self-motivated, independent and enjoy working in a fast-paced environment with proven leadership and strong interpersonal skills/qualities.
- Possess a strategic mindset and the ability to learn quickly
What's next
- Once you've applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
- Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.
Maxis values diverse voices & people. We hire and reward our employees based on capability & performance regardless of ethnicity, gender, age, education, religion, nationality or physical ability.
