Overview
Assistant Manager Jobs in Shah Alam, Selangor, Malaysia at Daythree
Title: Assistant Manager
Company: Daythree
Location: Shah Alam, Selangor, Malaysia
ASSISTANT MANAGER: Customer Service (Malaysia site, APAC multi-market oversight)
(Bilingual in English & Mandarin is required)
About the Role
We are hiring an Assistant Manager to lead day-to-day delivery for our Malaysia customer service team, supporting a leading global insurtech client’s device protection programme, while also overseeing Team Leaders across multiple markets in APAC. This is a dual-scope role: hands-on floor leadership in Malaysia, combined with regional coordination and quality oversight across other markets in the account.
What You’ll Do
- Manage daily floor operations and resourcing for the Malaysia queue, functioning as the site’s Team Leader
- Oversee and coordinate Team Leaders across other APAC markets on this account, ensuring consistent process, quality, and SLA standards regionally
- Own SLA, productivity, and quality performance for Malaysia; report into client governance cadence alongside regional performance visibility
- Handle escalations beyond CSO or Senior CSO resolution authority
- Coach and performance-manage Malaysia CSOs and the Senior CSO; drive quality calibration
- Run cross-market alignment calls or checkpoints with Team Leaders in other markets to surface risks, share best practice, and flag inconsistencies before they reach client governance
- Own resource demand planning and roster design for Malaysia
- Act as the first point of client-facing contact for day-to-day Malaysia operational queries, and escalate regional issues per the account governance structure
- Coordinate with the Malaysia Site Lead on local site matters, facilities, and on-ground support
What We’re Looking For
- Diploma or Bachelor’s degree in any field
- Min 3-4 years of BPO/contact centre experience, including at least 2 years in a team leadership or supervisory role, with prior exposure to multi-market or multi-site coordination strongly preferred
- Bilingual in English & Mandarin is required
- Proven track record managing SLA, quality, and productivity targets across a queue
- Demonstrated ability to manage remotely or influence without direct authority, given the cross-market TL oversight component
- Comfortable operating with a remote/overseas reporting line and strong self-management
- Willing to work rotating shifts, [hours TBC], Monday to Sunday, including public holidays, with flexibility for cross-time zone coordination calls with other APAC markets
- Must have successfully completed and passed the PCEIA General Insurance examination
