Assistant Operations Manager

TDCX; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Benefits offered by this job

Remuneration & perks

Medical coverage

World-class workspace

Recognition programs

Learning & development

Positive work culture

Direct public transport

Flexible working

Mentoring from experts

Global company awards

Job summary

TDCX Malaysia is seeking dedicated professionals to join our dynamic team. You will contribute to delivering outstanding customer experience for leading brands, leveraging data-driven approaches.

The role emphasizes collaboration, continuous learning, and career growth within a global company, with a focus on metrics, quality, and customer satisfaction. If you are passionate about CX operations, English and Mandarin communication, and thrive in a fast-paced, supportive environment, explore

Qualifications

• Excellent verbal and written communication skills in English and Mandarin.
• Sound knowledge of customer satisfaction, Net Promoter Score and quality programs.
• Organizational and time management skills.
• Effective facilitation skills in client and staff meetings.
• Excellent understanding of contact centre operation.

Responsibilities

• Manage and utilize metrics to drive improvements in SLA, Productivity, CSAT, Quality, NPS and Contact Rate.
• Lead and develop direct reports to set and achieve metric-based goals and higher performance.
• Monitor costs and losses within the Customer Experience budget.
• Foster employee happiness by building strong team connections and clear goals.
• Oversee team structure, recruitment, onboarding and training in collaboration with leadership.

Skills

English and Mandarin communication

Customer satisfaction

NPS and quality programs

Time management

Facilitation in meetings

Education

Advanced/Higher/Graduate Diploma or higher | Bachelor's | Postgraduate

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world's most forward-thinking brands, and explore what's possible when human expertise meets technology. Together, we'll enable the future — starting with yours.

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world's most forward-thinking brands, and explore what's possible when human expertise meets technology. Together, we'll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
• Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
• Monitor costs and losses incurred by managing team contribution to the greater Customer Experience budget.
• Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of our client into meaningful and clear goals.
• Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with outmost leadership, direct reports and other business partners.
• Use learnings from team members to identify opportunities and advocate for product improvements that support the team strategy and the needs of the customer.
• Navigating the team to ever changing landscape of the business by comminicating and manage change.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with 3 - 5 years of working experience in the related field is required for this position
• Excellent understanding of contact centre operation
• Sound knowledge of customer satisfaction, Net Promoter Score and quality programs
• Organizational and time management skills
• Effective facilitation skills in client and staff meetings
• Excellent verbal and written communication skills in English and Mandarin

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX's smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.