The Contact Center Operations & Transformation Lead is expected to manage contact-center performance while leading operational improvements, technology adoption, and customer-experience transformation. Requirements typically include substantial experience in contact-center operations, workforce management, service-quality improvement, process redesign, and transformation delivery. Familiarity with CRM, omnichannel platforms, automation, analytics, and digital customer-service tools is valuable. The candidate should demonstrate strong leadership, stakeholder management, commercial awareness, and the ability to translate business needs into measurable improvements. Experience working with multinational clients, managing change, and coordinating cross-functional teams is likely expected. Strong communication skills and professional English are essential; knowledge of the Malaysian market and additional languages may be advantageous.
Capgemini is a global business and technology transformation company headquartered in France. It provides consulting, technology services, engineering, cloud, data, artificial intelligence, cybersecurity, and managed services to organizations worldwide. The company works with clients across industries to modernize technology, improve operations, develop digital products, and create more sustainable business models. Capgemini has a large international workforce and operates through consulting, technology, engineering, and business-services teams. In Malaysia, it supports regional and global clients through delivery centers and consulting operations, offering opportunities in technology, business transformation, customer operations, enterprise platforms, and professional services. Employees may work in collaborative, multinational environments with exposure to large-scale transformation programs and structured learning and career-development initiatives.
Malaysia is not one island but a country divided between Peninsular Malaysia and Malaysian Borneo, with attractive destinations such as Langkawi, Penang, Sabah, and Sarawak. Major job opportunities are concentrated in Kuala Lumpur, Cyberjaya, Penang, and Johor Bahru, especially in technology, shared services, consulting, finance, manufacturing, and customer operations. The culture is multicultural, with Malay, Chinese, Indian, and indigenous influences, and English is widely used in business. Living costs are moderate by regional standards, while food, public transport, healthcare, and leisure options are generally accessible. Foreign professionals usually need an Employment Pass sponsored by their employer, with the company handling much of the application process. Candidates should confirm eligibility, dependent-pass rules, tax obligations, and relocation support before accepting an offer. Penang and Kuala Lumpur offer the broadest professional networks; island locations provide a more relaxed lifestyle but fewer corporate roles.
Make sure pop-ups and redirects are enabled in your browser settings.
Ooops
Something went wrong, a few job details could not be loaded but you can still apply directly below:
Fetching job details, please wait...