2,388 Call Center Manager jobs in Malaysia

Job Description

If you have proven 1 year BPO Assistant Managerial experience, we have something for you!

Responsibilities:
• Manage the overall performance and governance of the Statements of Work (together with Vendor Account
Management / Business Development).
• Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt
identification and resolution of Service delivery issues including implementation of preventative measures.
Transition management during set up phase or expansion phases.
• Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human
resources, security, facilities and communication resources. Install all Service delivery processes and Service Level
reporting mechanisms.
• Provide exceptional people management, mentorship and career development to members of your team,
including managers and Agents, achieve low attrition levels and high employee engagement.
• Drive Operations teams to deliver continuous improvement and productivity/quality gains.
• Flag and escalate business risks timely to the Client teams

Requirements:
• Bachelor’s degree or equivalent diploma
• Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a
fast-paced environment, able to deal with rapid change and ambiguity
• Strategic thinker with strong analytical and problem-solving skills
• 8+ years of experience in operations, preferably in BPO/ITES industry
• 5+ years of people management experience, including managing team leaders, and a strong desire to develop
team members
• Empathy for the Social community platform users and passion to create an exceptional user experience and
provide outstanding support
• Excited to be part of a global operations teams, design effective business operations, tackle complex problems,
and develop individual team members
• Adaptable and energized by a fast-paced environment; Significant experience in a complex fast paced
environment
• Excellent written and verbal communication skills
Preferred Requirements:
• Having high cultural awareness of political and social situations is a plus!
• Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
• Build a positive relation with Client in order to create new business opportunities
• Identify potential risks and opportunities of improvement in the process and suggest solutions

#J-18808-Ljbffr

Head of Contact Centre at MHC Asia Group

The Senior Contact Centre Manager plays a pivotal role in driving the performance, transformation, and strategic direction of our customer service operations. Reporting to the Head of Contact Centre (Singapore), this role provides leadership across teams and functions to deliver seamless, customer-centric experiences at scale. The incumbent will lead high-impact initiatives, optimize operational frameworks, and enhance the contact centre’s readiness for future growth and digital evolution.

Responsibilities

• Strategic & Operational Leadership: Support the Head of Contact Centre in executing the overall service strategy and roadmap for Singapore and regional operations.


• Lead the planning and delivery of contact centre operations, ensuring SLAs, KPIs, and customer satisfaction benchmarks are consistently met or exceeded.


• Oversee and lead a contact centre team comprising at least 15 customer service agents through Team Leaders and functional leads, ensuring alignment across voice, chat, and email channels and meeting agreed SLAs.


• Oversee daily operations through Team Leaders and functional leads, ensuring alignment across voice, chat, and email channels.


• Drive best practices and scalable service models in collaboration with internal stakeholders across Ops, Tech, and Client Services.

Data-Driven Performance Management

• Own the performance dashboard for key metrics such as AHT, FCR, CSAT, NPS, and service level adherence.


• Analyse operational trends and lead root cause investigations, translating insights into continuous improvement plans.


• Present operational updates, insights, and business cases to senior leadership and external partners when required.

Workforce & People Development

• Lead, mentor, and grow a team of Team Leaders, Coaches, and frontline agents, fostering a culture of accountability, learning, and engagement.


• Work with HR to build a strong talent pipeline, career progression structure, and employee retention strategy.


• Champion leadership development and succession planning initiatives within the contact centre team.


• Identify and lead initiatives related to automation, AI-assisted service, and self-service enhancements.


• Partner with technology teams to implement new tools and platforms that improve agent productivity and customer outcomes.


• Support the Head of Contact Centre in business continuity planning, remote workforce enablement, and scalability strategies.

Compliance & Quality Assurance

• Ensure operational processes are compliant with internal governance, data protection regulations (e.g. PDPA), and audit requirements.


• Implement robust quality assurance programs to monitor and elevate service standards.


• Manage escalations effectively and ensure feedback loops are established to prevent recurrence.

Job Requirements

• Bachelor’s degree in Business Communications, or related discipline.


• Minimum 8–10 years of experience in contact centre leadership roles, including 3–5 years in a mid-level management capacity.


• Demonstrated ability to manage high-volume, multi-channel contact centre environments with large teams.


• Strong expertise in service delivery strategy, workforce management, and process transformation.


• Familiarity with contact centre and CRM platforms (e.g., Salesforce, Genesys, NICE, Zendesk).


• Excellent interpersonal, stakeholder management, and change leadership skills.


• Data-literate and confident in using metrics to drive action and influence decision-making.

We are part of HMI Ltd. By applying for this role, you consent to us sharing your application with entities within the HMI Group.

Additional Details

• Seniority level: Mid-Senior level


• Employment type: Full-time


• Job function: Customer Service


• Industries: Insurance; Hospitals and Health Care

#J-18808-Ljbffr

Job Description

If you have proven 1 year BPO Assistant Managerial experience, we have something for you! Responsibilities: • Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development). • Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases. • Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms. • Provide exceptional people management, mentorship and career development to members of your team, including managers and Agents, achieve low attrition levels and high employee engagement. • Drive Operations teams to deliver continuous improvement and productivity/quality gains. • Flag and escalate business risks timely to the Client teams Requirements: • Bachelor’s degree or equivalent diploma • Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment, able to deal with rapid change and ambiguity • Strategic thinker with strong analytical and problem-solving skills • 8+ years of experience in operations, preferably in BPO/ITES industry • 5+ years of people management experience, including managing team leaders, and a strong desire to develop team members • Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support • Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members • Adaptable and energized by a fast-paced environment; Significant experience in a complex fast paced environment • Excellent written and verbal communication skills Preferred Requirements: • Having high cultural awareness of political and social situations is a plus! • Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment) • Build a positive relation with Client in order to create new business opportunities • Identify potential risks and opportunities of improvement in the process and suggest solutions

#J-18808-Ljbffr

Head of Contact Centre at MHC Asia Group

The Senior Contact Centre Manager plays a pivotal role in driving the performance, transformation, and strategic direction of our customer service operations. Reporting to the Head of Contact Centre (Singapore), this role provides leadership across teams and functions to deliver seamless, customer-centric experiences at scale. The incumbent will lead high-impact initiatives, optimize operational frameworks, and enhance the contact centre’s readiness for future growth and digital evolution. Responsibilities

Strategic & Operational Leadership: Support the Head of Contact Centre in executing the overall service strategy and roadmap for Singapore and regional operations. Lead the planning and delivery of contact centre operations, ensuring SLAs, KPIs, and customer satisfaction benchmarks are consistently met or exceeded. Oversee and lead a contact centre team comprising at least 15 customer service agents through Team Leaders and functional leads, ensuring alignment across voice, chat, and email channels and meeting agreed SLAs. Oversee daily operations through Team Leaders and functional leads, ensuring alignment across voice, chat, and email channels. Drive best practices and scalable service models in collaboration with internal stakeholders across Ops, Tech, and Client Services. Data-Driven Performance Management

Own the performance dashboard for key metrics such as AHT, FCR, CSAT, NPS, and service level adherence. Analyse operational trends and lead root cause investigations, translating insights into continuous improvement plans. Present operational updates, insights, and business cases to senior leadership and external partners when required. Workforce & People Development

Lead, mentor, and grow a team of Team Leaders, Coaches, and frontline agents, fostering a culture of accountability, learning, and engagement. Work with HR to build a strong talent pipeline, career progression structure, and employee retention strategy. Champion leadership development and succession planning initiatives within the contact centre team. Identify and lead initiatives related to automation, AI-assisted service, and self-service enhancements. Partner with technology teams to implement new tools and platforms that improve agent productivity and customer outcomes. Support the Head of Contact Centre in business continuity planning, remote workforce enablement, and scalability strategies. Compliance & Quality Assurance

Ensure operational processes are compliant with internal governance, data protection regulations (e.g. PDPA), and audit requirements. Implement robust quality assurance programs to monitor and elevate service standards. Manage escalations effectively and ensure feedback loops are established to prevent recurrence. Job Requirements

Bachelor’s degree in Business Communications, or related discipline. Minimum 8–10 years of experience in contact centre leadership roles, including 3–5 years in a mid-level management capacity. Demonstrated ability to manage high-volume, multi-channel contact centre environments with large teams. Strong expertise in service delivery strategy, workforce management, and process transformation. Familiarity with contact centre and CRM platforms (e.g., Salesforce, Genesys, NICE, Zendesk). Excellent interpersonal, stakeholder management, and change leadership skills. Data-literate and confident in using metrics to drive action and influence decision-making. We are part of HMI Ltd. By applying for this role, you consent to us sharing your application with entities within the HMI Group. Additional Details

Seniority level: Mid-Senior level Employment type: Full-time Job function: Customer Service Industries: Insurance; Hospitals and Health Care

#J-18808-Ljbffr

Customer Service Representative (Contact Centre)

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

General Insurance

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

About the role

What you need to know:

Job Description

Key Job Responsibilities

• Provide exceptional service to customers via servicing channels ie inbound phone calls, emails, faxes, social media channels
• Understand, research, identify and resolve customer’s complaint and proactively perform service recovery by understanding customers’ needs and concerns
• Drive first contact resolution by focusing on resolving customer's inquiries during the first interaction
• Proactive in discovering opportunity for process improvement and actively participate in the process improvement activities.
• Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer's need
• Document all customer’s contact and interaction information according to standard operating procedures
• Recognize, document and alert the management team of trends in customer’s calls and contacts
• Follow up customer calls where necessary to ensure full resolution
• Proactively upsell or cross sell products and services by recognizing customer’s needs
• Other duties as assigned

What we’re looking for: Requirement

• Minimum high school or diploma holder
• 2 years + contact centre experience but not mandatory
• Language proficiency in English and Bahasa Malaysia. Knowledge of additional language/dialect is an added advantage
• Excellent listening, verbal and written communication skills
• Proficient in relevant computer applications and ability to navigate through multiple systems at any given time
• Knowledge of customer service practices and principles
• Ability to multitask and handle stressful situation appropriately
• Ability to adapt in a fast-paced working environment
• Ability to think critically and creative problem solver
• Team player with positive attitude
• Able to work staggered workhours and lunchbreaks whenever necessary according to operational needs

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to .

Functional Area:

OP - Operations AIG Malaysia Insurance Berhad #J-18808-Ljbffr

Customer Service Representative (Contact Centre) Who we are American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. General Insurance General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network. About the role What you need to know: Job Description Key Job Responsibilities Provide exceptional service to customers via servicing channels ie inbound phone calls, emails, faxes, social media channels Understand, research, identify and resolve customer’s complaint and proactively perform service recovery by understanding customers’ needs and concerns Drive first contact resolution by focusing on resolving customer's inquiries during the first interaction Proactive in discovering opportunity for process improvement and actively participate in the process improvement activities. Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer's need Document all customer’s contact and interaction information according to standard operating procedures Recognize, document and alert the management team of trends in customer’s calls and contacts Follow up customer calls where necessary to ensure full resolution Proactively upsell or cross sell products and services by recognizing customer’s needs Other duties as assigned What we’re looking for: Requirement Minimum high school or diploma holder 2 years + contact centre experience but not mandatory Language proficiency in English and Bahasa Malaysia. Knowledge of additional language/dialect is an added advantage Excellent listening, verbal and written communication skills Proficient in relevant computer applications and ability to navigate through multiple systems at any given time Knowledge of customer service practices and principles Ability to multitask and handle stressful situation appropriately Ability to adapt in a fast-paced working environment Ability to think critically and creative problem solver Team player with positive attitude Able to work staggered workhours and lunchbreaks whenever necessary according to operational needs We are an Equal Opportunity Employer It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives. At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike. Enjoy benefits that take care of what matters At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family. Reimagining insurance to make a bigger difference to the world American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become. Welcome to a culture of inclusion We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations. AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to



. Functional Area: OP - Operations AIG Malaysia Insurance Berhad #J-18808-Ljbffr

Herbalife Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Herbalife Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Manager II, Global Contact Center Technology role at Herbalife

Overview

POSITION SUMMARY STATEMENT:

The Contact Center Operations Manager II leads a team, focusing on ensuring on-time and accurate delivery of team goals. This role coordinates with other cross-functional teams to ensure delivery. Expertise on multiple Contact Center Technology platforms for the Global organization; provides support, architecture, training guidance, and leads release management throughout the environment globally. Ability to collaborate with diverse business & IT teams internationally to seek & deploy the best solution for each country.

DETAILED RESPONSIBILITIES/DUTIES:

• Manages a team (5+) in Contact Center Operations
• Lead Contact center engineering team to build and refine estimates for proposed or assigned work and capability to be delivered by their area
• Define, track, and report delivery commitments, including description, date, and dependencies, to the project managers and other stakeholders
• Manage the life cycle for each technology owned by the team, and factor this information into estimates, commitments, and roadmaps
• Know and manage the TCO (Total Cost of Ownership) for any technology or applications owned by their team
• Manage the architectural and related documentation for each technology owned by the team, ensuring that the documentation is current adequate
• Manage and develop the talent on their team, including engagement, well-being, refining, and execution, with the goal of building and maintaining a high-performance team
• Ensures team delivers high quality, accurate, viable, and reliable products
• Coaches, guides, and provides mentorship to team
• Works closely with other cross-functional teams to enable team productivity
• Coordinates and supervises creation of team deliverables
• Escalates risks and resolves issues to enable team delivery
• Leads a team of Contact Center engineers
• Lead Change Management processes for Contact Center Technology
• Manages and develops cross departmental relationships
• Leads hands-on support in order to troubleshoot, diagnose, and resolve business impacting contact center service outages globally.
• Participate in 24/7 on-call rotation to support production of the contact center globally.
• Develop, document, implement procedures to streamline support and design efforts.
• Assist business in contact center design & implementation to best utilize the product suite and recommends appropriate courses of action to developers/technicians, and management on technical and infrastructure issues
• Recommend proactive courses of action to maintain cost effectiveness and competitiveness
• Proactively assists in defining direction for future technology, infrastructure or architecture projects
• Works with other regional teams to ensure technology process and support integration
• Manage cross functional projects between various organizations
• Provide leadership and serve as a technical resource for the team.
• Train and develop new processes
• Must have current/valid passport
• Ability to travel domestically/international up to 15%
  
  

Qualifications

QUALIFICATIONS:

Skills:

Required

• Strong attention to detail, problem-solving skills, and verbal/written communication with both technical and non-technical audiences
• Extensive knowledge of Contact Center Technology and methodology
• Expert in Contact Center Operations
• Understand Contact Center CRM and external application integration
• Provide technical architecture leadership, analysis, design, development, and enhancement
• Ability to manage a team
• Ability to deliver results and manage performance of teams
• Ability to develop and motivate others
• Fluent in English
• Extensive practical knowledge of all layers of the OSI network model
• Applied expert knowledge of contact center environments and applications.
• Applied knowledge of WAN and LAN technologies
• Experience in designing, planning, and implementing contact center solutions.
• Must have good verbal, written, interpersonal, and presentation skills
• Must be able to work constructively in a team environment
• Ability to solve practical problems and carry out responsibilities under general to minimal supervision
• Ability to organize workload for effective implementation
• Strong customer and results orientation
• Ability to interact effectively at all levels with sensitivity to cultural diversity
• Ability to function as an effective team member
• Ability to adapt as the external environment and organization evolves
  
  

Preferred

• Multi-lingual is a plus
  
  

Experience:

Required

• 7+ years experience in Contact Center Operations or related field
  
  

Preferred

• Prior experience leading teams
  
  

Education:

Required

• BA or BS in Information Technology or equivalent experience
  
  

Principles & Related Competencies:

Ethical

• Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect.
  
  

Leader

• Communicates the big picture whether remotely or in-person, connecting the dots globally and overcoming obstacles; Gives and receives frequent feedback, learns, teaches, encourages information sharing and cooperation among teams; Celebrates the individual and the team; Ability to clearly communicate.
  
  

Collaborative

• Communicates the big picture whether remotely or in-person, connecting the dots globally and overcoming obstacles; Gives and receives frequent feedback, learns, teaches, encourages information sharing and cooperation among teams; Celebrates the individual and the team; Ability to clearly communicate.
  
  

Looks Beyond Oneself

• (Team Leader) Demonstrates humility through servant leadership by thinking about what can I do as a leader to help you achieve your goals; Develops a vision (strategy) and sets goals and targets, fostering an environment which encourages achievement; Inspires and influences people to work together cohesively and enthusiastically engages with them; Welcomes a diversity of backgrounds and ideas; Values Distributors and teammates.
  
  

Drives Innovation

• Add value through: Driving opportunities for all 3 types of innovation (incremental, evolutionary or disruptive); Proposing ideas and creative solutions to employee, distributor and/or customer challenges; Celebrating and learning from failures and successes, willing to experiment and take educated risks making decisions based on facts & data; Welcoming other’s ideas and suggestions and acting on them.
  
  

Delivers Change

• Delivers Change Through: Experiencing and leading change; Understanding Herbalife Nutrition’s business; Creating a sense of urgency for delivering business benefits; Flexibility and openness to change.
  
  

Terms of Use Privacy Policy

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Wellness and Fitness Services

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Herbalife Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Join or sign in to find your next job

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Manager II, Global Contact Center Technology

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Manager II, Global Contact Center Technology

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Herbalife Overview

POSITION SUMMARY STATEMENT:

The Contact Center Operations Manager II leads a team, focusing on ensuring on-time and accurate delivery of team goals. This role coordinates with other cross-functional teams to ensure delivery. Expertise on multiple Contact Center Technology platforms for the Global organization; provides support, architecture, training guidance, and leads release management throughout the environment globally. Ability to collaborate with diverse business & IT teams internationally to seek & deploy the best solution for each country.

DETAILED RESPONSIBILITIES/DUTIES:

Manages a team (5+) in Contact Center Operations Lead Contact center engineering team to build and refine estimates for proposed or assigned work and capability to be delivered by their area Define, track, and report delivery commitments, including description, date, and dependencies, to the project managers and other stakeholders Manage the life cycle for each technology owned by the team, and factor this information into estimates, commitments, and roadmaps Know and manage the TCO (Total Cost of Ownership) for any technology or applications owned by their team Manage the architectural and related documentation for each technology owned by the team, ensuring that the documentation is current adequate Manage and develop the talent on their team, including engagement, well-being, refining, and execution, with the goal of building and maintaining a high-performance team Ensures team delivers high quality, accurate, viable, and reliable products Coaches, guides, and provides mentorship to team Works closely with other cross-functional teams to enable team productivity Coordinates and supervises creation of team deliverables Escalates risks and resolves issues to enable team delivery Leads a team of Contact Center engineers Lead Change Management processes for Contact Center Technology Manages and develops cross departmental relationships Leads hands-on support in order to troubleshoot, diagnose, and resolve business impacting contact center service outages globally. Participate in 24/7 on-call rotation to support production of the contact center globally. Develop, document, implement procedures to streamline support and design efforts. Assist business in contact center design & implementation to best utilize the product suite and recommends appropriate courses of action to developers/technicians, and management on technical and infrastructure issues Recommend proactive courses of action to maintain cost effectiveness and competitiveness Proactively assists in defining direction for future technology, infrastructure or architecture projects Works with other regional teams to ensure technology process and support integration Manage cross functional projects between various organizations Provide leadership and serve as a technical resource for the team. Train and develop new processes Must have current/valid passport Ability to travel domestically/international up to 15%

Qualifications

QUALIFICATIONS:

Skills:

Required

Strong attention to detail, problem-solving skills, and verbal/written communication with both technical and non-technical audiences Extensive knowledge of Contact Center Technology and methodology Expert in Contact Center Operations Understand Contact Center CRM and external application integration Provide technical architecture leadership, analysis, design, development, and enhancement Ability to manage a team Ability to deliver results and manage performance of teams Ability to develop and motivate others Fluent in English Extensive practical knowledge of all layers of the OSI network model Applied expert knowledge of contact center environments and applications. Applied knowledge of WAN and LAN technologies Experience in designing, planning, and implementing contact center solutions. Must have good verbal, written, interpersonal, and presentation skills Must be able to work constructively in a team environment Ability to solve practical problems and carry out responsibilities under general to minimal supervision Ability to organize workload for effective implementation Strong customer and results orientation Ability to interact effectively at all levels with sensitivity to cultural diversity Ability to function as an effective team member Ability to adapt as the external environment and organization evolves

Preferred

Multi-lingual is a plus

Experience:

Required

7+ years experience in Contact Center Operations or related field

Preferred

Prior experience leading teams

Education:

Required

BA or BS in Information Technology or equivalent experience

Principles & Related Competencies:

Ethical

Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect.

Leader

Communicates the big picture whether remotely or in-person, connecting the dots globally and overcoming obstacles; Gives and receives frequent feedback, learns, teaches, encourages information sharing and cooperation among teams; Celebrates the individual and the team; Ability to clearly communicate.

Collaborative

Communicates the big picture whether remotely or in-person, connecting the dots globally and overcoming obstacles; Gives and receives frequent feedback, learns, teaches, encourages information sharing and cooperation among teams; Celebrates the individual and the team; Ability to clearly communicate.

Looks Beyond Oneself

(Team Leader) Demonstrates humility through servant leadership by thinking about what can I do as a leader to help you achieve your goals; Develops a vision (strategy) and sets goals and targets, fostering an environment which encourages achievement; Inspires and influences people to work together cohesively and enthusiastically engages with them; Welcomes a diversity of backgrounds and ideas; Values Distributors and teammates.

Drives Innovation

Add value through: Driving opportunities for all 3 types of innovation (incremental, evolutionary or disruptive); Proposing ideas and creative solutions to employee, distributor and/or customer challenges; Celebrating and learning from failures and successes, willing to experiment and take educated risks making decisions based on facts & data; Welcoming other’s ideas and suggestions and acting on them.

Delivers Change

Delivers Change Through: Experiencing and leading change; Understanding Herbalife Nutrition’s business; Creating a sense of urgency for delivering business benefits; Flexibility and openness to change.

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Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

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Job Responsibilities

1. Manage tactical and project-based initiatives with partner’s (BPO) care floor operations team, taking responsibility for care center performance.
2. Coordinate regularly with all functional leaders, including training, hiring, operations, analysis, and specialized product teams.
3. Ensure process excellence by defining, implementing, and measuring tasks and action items.
4. Partner closely with Workforce Management to stay aligned on staffing requirements.
5. Foster a positive and customer-focused culture driven by objectives.
6. Analyze business performance and establish rhythms of business to achieve goals.
7. Assess customer issues and feedback to develop action plans for resolution.
8. Design and implement customer campaigns to enhance upsell, renewals, and satisfaction.
9. Maintain floor motivation through continuous feedback, positive reinforcement, and incentive contests in partnership with the BPO provider.
10. Report on call center performance on a weekly, monthly, and quarterly basis.

Minimum Qualifications

• Experience working in or with APAC & JPAC regions.
• Minimum of 5 years of experience in related fields such as Technology, E-Commerce, BPO, Care & Sales.
• Prior experience managing customer support operations is preferred.
• Demonstrated ability to implement cross-company business processes across multiple teams.
• Experience in customer retention and cross-selling.
• Strong analytical, presentation, and business planning skills with a focus on execution.
• Exceptional verbal and written communication skills; experience working with distributed teams.
• Previous experience in care center environments and/or partner management is required.

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