Head of Workforce, Performance Management and Digital Enablement

Head of Workforce, Performance Management and Digital Enablement

Maxis Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Head of Workforce, Performance Management and Digital Enablement role at Maxis

Get AI-powered advice on this job and more exclusive features.

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 optimizing cost efficiency.
• 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 revolutionise 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.
• Establish & govern KPIs for AI performance, focusing on response accuracy & agent efficiency through robust analytics & management processes for consistent service delivery standards.
• 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?

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

What’s next?

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.

#J-18808-Ljbffr