Role
• The Head of Contact Centre is responsible for the strategic leadership, digital transformation, regulatory performance, and overall operational excellence of U Mobile’s Contact Centre.
•This role oversees the end-to-end customer interaction ecosystem, spanning voice, digital, and social, and self-service channels — ensuring exceptional service delivery, operational efficiency, cost effectiveness and continuous innovation to improve customer touchpoints.
•Reporting to the Chief Marketing Officer, the incumbent will spearhead the three key pillars — Operations, Quality Compliance, and Experience & Engagement — with a mandate to elevate customer satisfaction, drive digital and Generative AI transformation, enhance workforce capability, and deliver measurable business outcomes aligned with U Mobile’s brand promise.
•The role may also be involved in supporting near future initiatives to expand U Mobile’s Contact Centre capabilities beyond the current consumer segment, including potential new setups to meet evolving business needs. In addition, this role requires readiness to lead the evaluation and implementation of a next-generation contact centre platform, ensuring successful transition, adoption, and long-term scalability.
The Day-To-Day Activities
1. Strategic Leadership
• Define and execute the Contact Centre’s strategic roadmap in alignment with business, customer, and regulatory objectives.
• Lead transformation initiatives including digitalisation, automation, chatbot optimisation, and generative AI integration, and omnichannel journey enhancements.
• Drive long-term strategies that balance service excellence, operational efficiency, and revenue generation.
• Stay abreast of industry best practices and technologies to position U Mobile’s Contact Centre as a benchmark for customer experience excellence.
• Collaborate across C-suite forums and enterprise steering groups to align Contact Centre priorities with enterprise-wide goals.
• Champion mindset change and service culture transformation across all Contact Centre layers.
• Lead the planning and execution of any new contact centre setup required to support business expansion – including site, system, service design, and operational readiness.
• Oversee the planning, evaluation, and implementation of new contact centre technology solutions, including platform selection, vendor engagement, rollout, and post-implementation optimisation.
2. Operational & Performance Excellence/Regulatory Performance
• Oversee daily operations across all service channels (voice, email, chat, social media, case management) ensuring consistent, efficient, and high-quality support.
• Full compliance with all MCMC-mandated KPIs (e.g., complaint resolution response time, Careline speed to answer SLAs), with zero non-compliance, while consistently meeting all internal departmental KPIs.
• Serve as the key liaison with MCMC during audits, escalations or issue management. Should there be changes in the mandated standards, this person will also represent U Mobile in industry consultations and ensure timely internal alignment and implementation.
• Implement robust performance management across all Contact Centre teams, supported by real-time tracking frameworks, to ensure visibility, accountability, and timely corrective actions.
• Drive revenue-generating opportunities through sales-through-service model and outbound initiatives.
• Lead enterprise-level escalation handling, governance walkthroughs, and service recovery protocols.
• Ensure business continuity and operational resilience through proactive risk mitigation aligned with enterprise-wide risk frameworks (ERM).
• Integrate employee engagement insights into operational planning and performance improvement strategies, fostering a service culture driven by motivated and empowered teams.
• Incorporate motivational drivers, gamified performance goals, and structured recognition touchpoints to elevate frontline morale and sustain consistent service excellence.
3. Quality, Compliance & Governance
• Oversee the Quality Assurance and regulatory adherence across all customer touchpoints.
• Ensure robust governance frameworks covering data privacy, process integrity, and audit compliance.
• Ensure ongoing compliance with relevant laws and frameworks, including the Personal Data Protection Act (PDPA) and the annual iSMS certification by SIRIM.
• Support and maintain Business Continuity Management (BCM) readiness and Business Impact Assessment (BIA) reviews, in collaboration with ERM and IT security functions.
• Monitor audit findings, enforce corrective actions, and track improvement outcomes.
• Foster a strong culture of quality ownership and accountability across the Contact Centre.
4. Customer Experience & Engagement
• Champion the Voice of the Customer (VoC) programs - translating insights into business improvements.
• Drive initiatives that improve e.g., Customer Satisfaction (CSAT), Net Promoter Score (NPS and complaint ratios through journey innovation and digital-first CX design.
• Collaborate with brand and engagement teams to amplify emotional connection, loyalty, and advocacy.
• Lead cross-functional efforts to enhance the end-to-end customer journey through service innovation and process reengineering.
• Reposition the Contact Centre as a growth engine – from passive support to active value creation.
5. People Leadership & Development
• Lead, coach, and inspire the leadership team across the three pillars to cultivate a high-performing, engaged, and future-ready workforce.
• Champion employee development through structured training, targeted coaching, skills enablement, and succession planning.
• Partner closely with HR to drive robust talent development, , ensuring all staff are equipped with the right skills, knowledge, and mindset to support strategic transformation.
• Promote a strong culture of collaboration, inclusiveness, innovation, and empowerment – anchored in U Mobile’s values and aligned with the Contact Centre’s evolving role as a business enabler.
• Drive employee engagement through continuous feedback, open communication, and purposeful recognition, ensuring staff feel valued, heard, and aligned to the Contact Centre’s purpose and goals.
• Curate motivational programs and team-building initiatives, and spearhead staff recognition frameworks such as rewards, gamification, and celebration of achievements to sustain a motivated and purpose-driven workforce.
6. Financial & Vendor Management
• Develop, own and manage the Contact Centre’s annual operating budget, ensuring optimal cost-effectiveness and efficiency without compromising service quality or regulatory compliance. standards.
• Track and analyse variances against forecast, and implement corrective actions to meet business and operational targets.
• Oversee strategic partnerships with outsourced vendors, insourced manpower providers, and technology partners to ensure scalable performance, regulatory compliance, and alignment with U Mobile’s cost and service delivery objectives.
• Negotiate and manage vendor contracts to ensure commercially sound agreements that support continuous service improvement, operational resilience, and innovation enablement.