Job Opportunities API

We're looking for an Assistant Operations Manager to join our Customer Experience team. You'll be the main point of contact between the frontline team and senior management - keeping daily operations tight so the bigger picture work can move forward. Responsibilities: • Manage a team of 50-80 agents and team leads on a day-to-day basis • Track and manage ticket queues to ensure nothing falls through the cracks • Monitor team performance and step in early when targets are at risk • Handle escalations and make on-the-ground calls without waiting to be told • Run regular check-ins, coach underperformers, and recognise good work • Make sure shift coverage, workload, and resources are properly planned • Keep workflows and processes consistent across the team Requirements: • At least 3 years of experience managing teams in a contact centre or operations environment • Comfortable owning a busy ticket queue and keeping backlogs under control • Strong people manager with ability to give clear direction and hold the team accountable • Organised and steady under pressure • Able to read basic performance data and act on it • Open to shift work, including night shifts Position Details: • Location: Infinity8 Reserve Mid Valley Southkey, Level 28 (Johor Bahru, Malaysia) • Arrangement: Onsite (at least 3 days a week at JB office) • Working Hours: Rotational Shift (including night shifts)