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. Operational Excellence: Oversee daily operations to ensure service levels, productivity, and customer satisfaction are consistently achieved. Address any operational challenges promptly. Performance Optimization: Utilize data-driven approaches to improve processes, reduce response times, and enhance overall service standards. 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. 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. 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 Proven experience in managing customer experience operations, preferably within call centres or customer support environments in Malaysia, supporting global markets. Demonstrated leadership skills with a track record of driving team performance and customer-centric initiatives. Solid understanding of customer service metrics, call centre technology, and operational KPIs. Passionate about customer experience and driven to make a meaningful impact on service delivery. Experience with both BPO and in-house operations is a plus. Data-driven mindset with a focus on process improvement and performance optimization. At least 7 years in customer service experience Show more Show less