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Head of Workforce, Performance Management and Digital Enablement

Head of Workforce, Performance Management and Digital Enablement

Maxis Broadband Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia
1 hari lalu
Penerangan pekerjaan

Head of Workforce, Performance Management and Digital Enablement

Add expected salary to your profile for insights

Are you ready to get ahead in your career?

  • We want to empower you to turn your ambitions into achievements.
  • We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
  • Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
  • To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

Job Summary

Lead and manage a high-performing team to deliver comprehensive reporting and analytics that enhance contact centre service and sales performance. Oversee performance management, including AI-driven tools, to optimize operations and improve agent productivity. Drive cross-functional projects and transformation initiatives to innovate processes, achieve cost efficiency, and build sustainable competitive advantages.

What are you accountable for?

  • Champion contact centre productivity & utilization by providing strategic guidance and leadership, towards meeting service level targets and
  • Strategic planning and execution of monthly sales campaigns, ensuring timely and precise incentive management across customer service operations to drive sales performance targets.
  • Lead monthly business reviews to optimize profitability, fuel growth, enhance sales productivity, and strategic headcount management.
  • Stay at the forefront of emerging AI trends and proactively identify opportunities to revolutionize Contact Centre performance via implementation of new projects and initiatives.
  • Conduct in-depth analyses of insights to evaluate how AI tools enhance overall Contact Centre efficiency and increase customer satisfaction.
  • Deliver insightful and regular reports on AI-driven projects, showcasing performance, impact on key metrics, and ROI.

    • What do you need to have for this role?

    A Bachelor’s degree in Business Management, Economics, Information Technology, Telecommunications, Engineering

    6-10 years total working experience, preferably in the BPO, IT / FMCG / Financial Services industry, with >

    3 years team management experience (preferably in the area of contact centre workforce, performance management, Telesales or project management).

    Possess a strategic mindset with proven leadership qualities.

    Highly self-motivated, independent and enjoy working in a fast-paced environment with proven leadership and strong interpersonal skills / qualities.

    Possess a strategic mindset and the ability to learn quickly

    What’s next?

  • Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
  • Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

    • Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

    We are the leading integrated telco in Malaysia, connecting people and businesses to a world of possibilities. Tomorrow Begins Today as we make aspiration achievable today with reliable connectivity and simple experiences.

    #J-18808-Ljbffr

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