NDA Hiring! Full Time CALL CENTER OPERATIONS - LAUNCH MANAGER in - Ricebowl

ABOUT THE ROLE

B86 is looking for an experienced Call Center Operations & Launch Manager to establish and lead a new outbound calling operation in Malaysia, with potential expansion into other Southeast Asian markets.

This is a hands-on leadership role for someone who has successfully built or launched call center operations from the ground up. You will take ownership of the entire setup process, from developing the operational strategy and selecting the appropriate operating model to recruiting the initial team, implementing systems, and establishing performance management processes.

The initial operation is expected to start with approximately two outbound calling agents in each target market. You will be responsible for ensuring the operation is fully functional, cost-effective, and structured for future growth.

B86 intends to establish an in-house operation where practical but is also open to outsourcing if a qualified BPO provider offers a more efficient and commercially viable solution.

We are particularly interested in candidates who have personally led call center launches, implemented outbound calling infrastructure, and transformed business requirements into fully operational teams.

KEY RESPONSIBILITIES1. Call Center Setup & Launch

• Lead the end-to-end establishment of B86's outbound calling operation in Malaysia.
• Develop a comprehensive launch plan covering operational requirements, staffing, infrastructure, budgets, and timelines.
• Assess operational requirements and recommend the most suitable setup.
• Determine whether an in-house operation or outsourced BPO model would be more practical and cost-effective.
• Establish operational workflows, internal procedures, and management structures.
• Ensure the operation is fully functional before campaign launch.

2. Infrastructure & Systems Implementation

• Identify, evaluate, and coordinate the implementation of call center technology and infrastructure.
• Oversee the setup of VoIP systems, telephony platforms, predictive or power dialers, CRM systems, and call recording solutions.
• Establish reporting dashboards and performance monitoring systems.
• Develop processes for lead distribution, call tracking, follow-ups, and campaign management.
• Ensure systems are integrated and suitable for future operational expansion.

3. Recruitment, Training & Team Development

• Recruit and build the initial outbound calling team based on market and language requirements.
• Develop recruitment plans, staffing requirements, and agent selection criteria.
• Conduct or coordinate agent onboarding and training.
• Develop training materials, calling scripts, objection-handling guidelines, and communication standards.
• Establish agent schedules, daily workflows, and performance expectations.
• Build a scalable recruitment and training structure to support future expansion.

4. Outbound Calling & Campaign Management

• Develop outbound calling strategies aligned with business acquisition and engagement objectives.
• Create and optimize calling scripts, communication procedures, and follow-up strategies.
• Establish campaign processes for lead qualification, contact management, and conversion.
• Monitor campaign performance and identify opportunities to improve results.
• Implement quality assurance procedures and call monitoring standards.
• Ensure calling activities follow approved marketing permissions and applicable regulatory requirements.

5. Performance Management & Operational Optimization

• Establish operational KPIs, productivity targets, and reporting procedures.
• Monitor key metrics, including:
• Call volume and call completion rates.
• Contact and connection rates.
• Lead qualification rates.
• Conversion rates.
• Agent productivity.
• Campaign performance.
• Cost per acquisition (CPA), where applicable.
• Conduct regular performance reviews and implement improvement initiatives.
• Identify operational bottlenecks and improve efficiency.
• Prepare regular operational reports for management.

6. BPO & Outsourcing Management

• Research and identify potential BPO and outsourced call center providers in Malaysia.
• Evaluate service providers based on operational capabilities, pricing, infrastructure, staffing, and reliability.
• Compare the financial and operational implications of in-house versus outsourced operations.
• Negotiate service requirements and coordinate provider onboarding where necessary.
• Establish performance expectations, service-level agreements (SLAs), and quality standards.
• Manage outsourced operations and monitor provider performance when applicable.

7. Budgeting, Compliance & Regional Expansion

• Develop operational budgets covering staffing, systems, infrastructure, and ongoing operating expenses.
• Establish realistic launch timelines and resource requirements.
• Coordinate with internal stakeholders to ensure operational readiness.
• Ensure compliance with applicable Malaysian employment, telecommunications, data protection, marketing, and iGaming requirements.
• Establish procedures for responsible data handling, customer communication, and information security.
• Develop an operational framework that can be replicated across other Southeast Asian markets.

REQUIREMENTS

• Minimum of 5 years of experience in call center operations, BPO management, outbound sales operations, or a related field.
• Proven experience personally launching, establishing, or setting up a call center operation from the ground up.
• Strong background in outbound calling, telesales, customer acquisition, or customer engagement operations.
• Experience developing operational structures, workflows, policies, and performance management procedures.
• Hands-on experience implementing call center infrastructure, including telephony systems, dialers, CRM platforms, and reporting tools.
• Demonstrated experience recruiting, onboarding, and training outbound calling agents.
• Experience developing operational budgets, staffing plans, and launch timelines.
• Knowledge of the Malaysian recruitment market and local operational requirements.
• Ability to evaluate and manage in-house and outsourced call center operating models.
• Strong project management and operational problem-solving capabilities.
• Ability to work independently and take ownership of a new operational setup.
• Strong leadership, communication, and stakeholder management skills.
• Understanding of applicable regulatory and compliance requirements.

NICE TO HAVE

• Previous experience in iGaming, online betting, online gaming, or related industries.
• Experience establishing outbound calling operations in Malaysia.
• Previous involvement in launching operations across Southeast Asian markets.
• Existing connections with Malaysian recruitment agencies, BPO providers, or call center service providers.
• Experience managing multilingual outbound calling teams.
• Familiarity with player acquisition, player retention, or reactivation campaigns.
• Experience scaling small outbound teams into larger operations.

WHAT SUCCESS LOOKS LIKE

Within the initial launch phase, the successful candidate should be able to:

• Present a practical operational launch plan for Malaysia.
• Recommend an appropriate in-house or outsourced operating model.
• Establish the necessary calling infrastructure and operational systems.
• Recruit, onboard, and train the initial outbound calling team.
• Develop calling scripts, workflows, and performance standards.
• Successfully launch the outbound calling operation.
• Establish measurable KPIs and reporting procedures.
• Create a scalable operational structure for future SEA expansion.