Vortech Laboratories Sdn. Bhd.

ROLE OVERVIEW This role plays a critical leadership role in translating contact centre strategy into consistent day-to-day execution ensuring customer experience, operational efficiency and people performance are aligned with business goals. The Assistant Manager, Contact Centre is accountable for operational stability, sustained service levels and continuous improvement across all customer contact channels, while serving as the first line of managerial control for performance risks, customer escalations and service failures through early trend identification, root-cause analysis and corrective actions. As a people leader and change enabler, this role develops capable Team Leaders and agents through clear expectations, coaching and a disciplined, customer-centric culture. The role supports change initiatives including system enhancements (CRM, chatbot, automation), process standardisation, policy updates and new service rollouts, ensuring effective adoption without compromising service quality or compliance. KEY RESPONSIBILITIES <ul> <li>Contact Centre Operations &amp; Performance Management: Oversee and support daily contact centre operations to ensure service levels, productivity, and quality targets are achieved. Monitor real-time and historical performance against KPIs, identify operational gaps or risks and implement timely corrective actions. To maintain operational readiness, maximise capacity efficiency, maintain operational resilience and ensure consistent service delivery across all customer contact channels. Develop and deliver comprehensive management reports detailing complaint trends, performance analytics and service improvement outcomes.</li> <li>Leadership &amp; Supervision: Provide strategic direction, motivation and guidance to the complaints management team to achieve and exceed defined performance KPIs. Champion a culture of service excellence, accountability and continuous improvement while ensuring full adherence to quality, service level and productivity standards.</li> <li>Customer Experience &amp; Escalation Management: Serve as the escalation point for complex or sensitive customer cases, ensuring issues are handled professionally and resolved within agreed timelines. Analyse customer feedback and complaint trends to identify root causes and improvement opportunities, while collaborating with Quality Assurance to enhance service consistency and overall customer experience.</li> <li>Quality Assurance &amp; Compliance: Ensure compliance with internal policies, SOPs, and regulatory requirements by reviewing QA and compliance reports, driving corrective actions, and supporting audit activities. Reinforce data privacy, security, and ethical handling of customer information to maintain service integrity and regulatory standards.</li> <li>Process Improvement &amp; Change Enablement: Identify operational inefficiencies and drive process, system, and workflow improvements. Support the implementation of new tools, automation, and standardised best practices, while acting as a change champion to ensure smooth adoption without compromising service levels.</li><li>Stakeholder Collaboration: Partner with cross-functional teams and external vendors to expedite resolution, eliminate barriers and drive alignment on customer experience objectives. Influence and collaborate effectively across departments to ensure customer-centric outcomes.</li><li>Performance Management: Monitor key performance indicators, turnaround times and service recovery outcomes. Provide ongoing coaching, feedback and performance development to ensure the team demonstrates professionalism, ownership and responsiveness in all interactions.</li></ul>

This job is an Assistant Manager at a Contact Centre, where you&#x27;ll lead daily operations to ensure great customer service. You might like this job because you’ll coach teams, tackle challenges, and help improve processes while making a real difference!

Kerja ini adalah untuk menjadi Penolong Pengurus di Pusat Kontak, di mana anda membantu memimpin pasukan dalam memastikan pengalaman pelanggan yang baik. Anda mungkin berminat dengan kerja ini kerana ia memberikan peluang untuk meningkatkan kecemerlangan perkhidmatan dan memperbaiki proses sambil membangunkan kemahiran pemimpin dalam suasana yang dinamik.

 ROLE OVERVIEW This role plays a critical leadership role in translating contact centre strategy into consistent day-to-day execution ensuring customer experience, operational efficiency and people performance are aligned with business goals. The Assistant Manager, Contact Centre is accountable for operational stability, sustained service levels and continuous improvement across all customer contact channels, while serving as the first line of managerial control for performance risks, custome...

Assistant Manager, Contact Centre

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Company Profile

Vortech Laboratories Sdn. Bhd.