Service Performance Operations Team Lead

Johor Bahru - Malaysia

Monthly Salary: Not Disclosed

Experience Required: 5years

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

Lead and support teams fostering a service-oriented mindset and strong accountability for customer outcomes. Partner closely with senior leadership to execute initiatives that elevate service quality and customer satisfaction.
Oversee customer operations to ensure service levels productivity targets and quality standards are consistently met. Proactively identify and resolve operational issues to minimize service disruption.
Leverage data and insights to streamline workflows improve response times and enhance overall service effectiveness. Monitor key performance indicators and recommend actionable improvements.
Contribute to the development and rollout of training programs that ensure consistent service delivery. Support ongoing coaching and capability-building to align with evolving operational needs.
Assist in short- to mid-term workforce planning ensuring adequate staffing and resource allocation to meet customer demand and business growth.
Work cross-functionally with internal teams to address customer feedback with support to continuous improvement initiatives.

Requirements

Hands-on experience managing contact centre environments supporting regional markets.

Strong people leadership capabilities.

Solid understanding of service delivery metrics operational KPIs and contact centre technologies.

Client-focused with a passion for improving end-to-end service delivery.

Analytical and data-driven with a continuous improvement mindset.

Lead and support teams fostering a service-oriented mindset and strong accountability for customer outcomes. Partner closely with senior leadership to execute initiatives that elevate service quality and customer satisfaction.Oversee customer operations to ensure service levels productivity targets ...