AI-Driven Customer Operations Lead

Lead People. Drive Excellence. Grow with the AI Industry.

Are you a natural leader who enjoys developing people, improving performance, and creating smarter ways of working?

We are looking for an energetic and hands-on AI-Driven Customer Operations Lead to strengthen our regional Inside Sales Support (ISS) operations across Malaysia and the Philippines.

This is an exciting opportunity to build your leadership career in a technology-focused environment, where you will play a key role in guiding teams, enhancing customer engagement quality, and improving operational effectiveness.

No individual sales targets! Your focus will be on people, performance, coaching, and operational excellence.

What You'll Own

1. Inspire & Elevate Team Performance

• Guide and supervise ISS team members across Malaysia and the Philippines.
• Provide day-to-day direction, support, and practical coaching.
• Monitor individual performance, work quality, productivity, and process compliance.
• Conduct regular performance discussions and help team members overcome challenges.
• Build a collaborative, accountable, and results-oriented team culture.

2. Turn CRM Data Into Action

• Oversee daily activities recorded in the sales CRM platform.
• Review customer interactions, lead follow-ups, task completion, and data accuracy.
• Identify gaps in CRM usage, activity management, and operational processes.
• Develop simple reporting dashboards and performance tracking methods.
• Ensure CRM records are accurate, updated, and aligned with internal standards.

3. Champion Quality & Customer Engagement

• Participate in live call observations, sit-in sessions, and interaction reviews.
• Assess communication quality, professionalism, and adherence to established procedures.
• Provide actionable feedback to strengthen customer engagement skills.
• Establish quality benchmarks and consistent performance expectations.
• Support team members in managing challenging conversations and escalations.

4. Build Smarter Processes & Training

• Create and improve standard operating procedures (SOPs), workflows, and training materials.
• Conduct onboarding, refresher training, and coaching workshops.
• Identify recurring operational problems and introduce practical solutions.
• Explore opportunities to improve efficiency through CRM features, automation, and digital tools.
• Standardise working practices across regional teams.

5. Be the Go-To Person for Regional Operations

• Serve as the key contact for ISS-related operational matters.
• Coordinate with internal stakeholders to resolve issues promptly.
• Track outstanding concerns, follow up on action plans, and ensure timely resolution.
• Maintain clear communication and consistent execution between Malaysia and Philippines teams.
• Provide management with meaningful operational updates and improvement recommendations.

Who Will Thrive in This Role?

We welcome candidates with a strong background in BPO, contact centres, inside sales support, customer operations, quality assurance, or team training.

What we're looking for:

• At least 3 years of relevant experience, preferably with team supervision, coaching, or operational leadership exposure.
• Strong ability to guide, motivate, and develop team members.
• Experience monitoring CRM activities, customer interactions, and operational performance.
• Excellent communication, presentation, and interpersonal skills.
• Good command of English; Mandarin communication skills are advantageous for supporting relevant customer or business interactions.
• Familiarity with BPO training methods, call monitoring, quality evaluation, and performance coaching.
• Strong problem-solving skills and the ability to handle multiple operational priorities.
• Comfortable working with colleagues and stakeholders across different locations.

You'll stand out if you have:

• Experience coordinating offshore or regional teams.
• Hands-on knowledge of Salesforce, HubSpot, Zoho, or other CRM platforms.
• Experience designing SOPs, quality scorecards, training programs, or performance improvement plans.
• Exposure to technology, AI solutions, digital transformation, or workflow automation.
• Experience leading a team through process changes or operational improvements.