Flexible CX Operations Manager

TDCX Malaysia; Malaysia; Hybrid; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Medical allowance

Dental and Vision benefits

Incentive and Commission Plan

Life-long Learning

Job summary

TDCX Malaysia is seeking a capable operations professional to lead and optimize our contact centre teams. You will drive key CX metrics, supervise staff, and ensure cost-effective delivery of services across supported markets.

You will also foster a positive culture, coordinate onboarding and training, and collaborate with leadership to implement product improvements based on team learnings.

Qualifications

• At least one degree or postgraduate qualification in any field required.
• Strong understanding of contact centre operations and CX programs.
• Proven ability to drive metrics like SLA, productivity, CSAT, and NPS.
• Excellent English communication, both oral and written, and proficiency in the supporting market language.

Responsibilities

• Manage and utilize metrics to drive positive change in metrics such as SLA, Productivity, CSAT, NPS, and Contact Rate.
• Work with direct reports to learn from real-life situations and set higher performance goals.
• Monitor costs by managing the team’s contribution to the CX budget.
• Ensure employee happiness by building connections with the team and clear communication of goals.
• Oversee team structure, recruiting, onboarding and training with leadership and partners.
• Identify opportunities from team learnings to advocate for product improvements.
• Navigate the team through changes in the business landscape and communicate effectively.
• Perform other duties as assigned to support Quality Management System goals.

Skills

Contact centre operations

Customer satisfaction

Net Promoter Score (NPS)

Time management

Verbal and written communication

Education

Advanced/Higher/Graduate Diploma

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Job description

TDCX Malaysia is seeking a capable operations professional to lead and optimize our contact centre teams. You will drive key CX metrics, supervise staff, and ensure cost-effective delivery of services across supported markets.

You will also foster a positive culture, coordinate onboarding and training, and collaborate with leadership to implement product improvements based on team learnings.