Randstad Malaysia Hiring! Full Time Section Head, Enterprise Customer Care in Federal Territory - Ricebowl

about the company
You will join a leading telecommunications and digital connectivity trailblazer dedicated to delivering innovative, reliable solutions for businesses across the country.

about the job

• Operating Model & Strategy: Develop and implement the enterprise contact center service strategy and operating model aligned with Enterprise Division business priorities.

• Customer Journey & Routing Design: Design customer journeys, queue structures, routing logic, escalation procedures, and service benchmarks for enterprise clients.

• Operational Performance: Own day-to-day contact center metrics across all channels, ensuring service levels, first-contact resolution, productivity, quality, and CSAT exceed targets.

• Workforce Management (WFM): Oversee workforce forecasting, capacity planning, agent rostering, and real-time resource adjustments against changing contact volumes.

• People & Vendor Leadership: Lead permanent employees, contract agents, and outsourced service partners through coaching, talent development, and operational SLA reviews.

• AI & Digital Transformation: Partner with Technology and AI squads to operationalize chatbots, agent co-pilots, intelligent routing, and automated quality monitoring.

• Governance & Escalation Oversight: Direct resolutions for critical service escalations and maintain rigorous data protection, risk controls, and business continuity frameworks.
  

about the requirements

• Experience: 8+ years in contact center operations or customer service delivery, including at least 4 years in a managerial leadership role managing operational performance.

• Education: Bachelor's degree in Business, Operations, Customer Experience, Telecommunications, or a related discipline.

• Setup & Transformation: Proven success establishing, scaling, or redesigning contact center operations from implementation through go-live stabilization.

• Technical & Platform Savvy: Hands-on experience with modern platforms (e.g., Genesys, Talkdesk, Five9, Amazon Connect, Sprinklr) and enterprise CRM systems.

• WFM Mastery: Deep understanding of queue architecture, routing logic, capacity planning, and real-time operations.

• Domain & AI Acumen: Telecommunications or B2B enterprise customer service background is strongly preferred; familiarity with deploying AI agent tools is a plus.
  

about the manager/team
In this role, you will spearhead the Enterprise Customer Care unit within our Enterprise Division. You will work at the intersection of business strategy and cutting-edge technology, collaborating closely with Technology, AI & Systems teams. Our leadership culture fosters autonomy, data-driven decision-making, and providing you the runway to build a high-performing service operation from the ground up.