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  Customer-Centric Leadership:
  Manage and motivate customer experience teams under your care, fostering a culture of customer obsession. Work closely with the Senior Manager to implement strategies that deliver exceptional service quality. 
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  Operational Excellence:
  Oversee daily operations to ensure service levels, productivity, and customer satisfaction are consistently achieved. Address any operational challenges promptly. 
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  Performance Optimization:
  Utilize data-driven approaches to improve processes, reduce response times, and enhance overall service standards. 
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  Training & Development:
  Support the design and delivery of training programs to ensure team members maintain consistent, high-quality service. Facilitate ongoing development to meet evolving business needs. 
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  Capacity Planning:
  Assist the Senior Manager in mid- to long-term planning for capacity and resource management. Ensure your teams are adequately staffed to meet customer demands. 
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  Cross-Functional Collaboration:
  Partner with the Senior Manager and other departments such as Product, Marketing, and Logistics to address customer pain points and support continuous improvement initiatives. 

Requirements

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  Proven experience in managing customer experience operations, preferably within call centres or customer support environments in Malaysia, supporting global markets.  
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  Demonstrated leadership skills with a track record of driving team performance and customer-centric initiatives. 
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  Solid understanding of customer service metrics, call centre technology, and operational KPIs. 
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  Passionate about customer experience and driven to make a meaningful impact on service delivery. 
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  Experience with both BPO and in-house operations is a plus.  Data-driven mindset with a focus on process improvement and performance optimization. 
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  At least 7 years in customer service experience