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Maxis

Head of Workforce, Performance Management and Digital Enablement

Menara Maxis Full time

Are you ready to get ahead in your career?

  • We want to empower you to turn your ambitions into achievements.
  • We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
  • Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
  • To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?​

Job Summary
Lead and manage a high-performing team to deliver comprehensive reporting and analytics that enhance contact centre service and sales performance. Oversee performance management, including AI-driven tools, to optimize operations and improve agent productivity. Drive cross-functional projects and transformation initiatives to innovate processes, achieve cost efficiency, and build sustainable competitive advantages.

What are you accountable for?

1. Champion contact centre productivity & utilization by providing strategic

guidance and leadership, towards meeting service level targets and

optimizing cost efficiency.

2. Strategic planning and execution of monthly sales campaigns, ensuring

timely and precise incentive management across customer service

operations to drive sales performance targets.

3. Lead monthly business reviews to optimize profitability, fuel growth, enhance

sales productivity, and strategic headcount management.

4. Stay at the forefront of emerging AI trends and proactively identify

opportunities to revolutionize Contact Centre performance via

implementation of new projects and initiatives.

5. Conduct in-depth analyses of insights to evaluate how AI tools enhance

overall Contact Centre efficiency and increase customer satisfaction.

6. Establish & govern KPIs for AI performance, (focusing on response accuracy

& agent efficiency) through robust analytics & management processes for

consistent service delivery standards.

7. Deliver insightful and regular reports on AI-driven projects, showcasing

performance, impact on key metrics, and ROI .

What do you need to have for this role?

  • A Bachelor’s degree in Business Management, Economics, Information Technology, Telecommunications, Engineering

  • 6-10 years total working experience, preferably in the BPO, IT / FMCG / Financial Services industry, with > 3 years team management experience (preferably in the area of contact centre workforce, performance management, Telesales or project management).

  • Possess a strategic mindset with proven leadership qualities.

  • Highly self-motivated, independent and enjoy working in a fast-paced environment with proven leadership and strong interpersonal skills/qualities.

  • Possess a strategic mindset and the ability to learn quickly

What’s next?

  • Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
  • Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.