Head of Contact Centre

Job Overview

U Mobile is seeking an experienced Head of Contact Centre to lead and optimize their customer service operations in Kuala Lumpur, Malaysia. This role is crucial for enhancing customer experience and driving operational excellence within their data-centric telecommunications environment.

Company Overview

U Mobile is a data-centric and multiple award-winning mobile data service company in Malaysia. As the youngest telco in the country, U Mobile has rapidly grown due to its understanding of customer preferences and its swift response to consumer behaviour and needs. The company is committed to becoming Malaysia’s preferred digital telco, offering innovative products like free monthly data, microfinancing for smartphones, and a comprehensive fintech ecosystem including GoPayz and GoBiz. U Mobile boasts a modern, award-winning network infrastructure ready for 5G and beyond, continuously investing to ensure a superior network experience for customers. At U Mobile, employees are empowered to kickstart their careers, realise unlimited potential, and reach greater heights.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: None / Open to all applicants
• Experience: 10 Year+

Key Responsibilities

• Oversee daily operations of the contact centre, ensuring service levels are met and exceeded.
• Develop and implement strategies to continuously improve customer satisfaction and retention.
• Lead, mentor, and develop a high-performing team of contact centre professionals.
• Monitor key performance indicators and analyze data to identify areas for operational improvement.
• Drive the adoption of new technologies and best practices to enhance customer service delivery.
• Ensure strict compliance with company policies, industry regulations, and service standards.

Requirements

• Proven extensive experience in contact centre management, preferably within the telecommunications industry.
• Strong leadership, team-building, and people management skills.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Demonstrated ability to drive customer service excellence and operational efficiency.
• Proficiency with modern contact centre technologies and CRM systems.
• Strategic thinker with a strong focus on innovation and continuous improvement.

Benefits

• Opportunity to lead a critical and high-impact function within a rapidly growing telco.
• Work with a modern network infrastructure and innovative digital services.
• Be part of a company committed to professional development and career advancement.
• Competitive salary and a comprehensive benefits package.
• Dynamic, collaborative, and supportive work environment.
• Contribute significantly to shaping Malaysia’s preferred digital telecommunications experience.