Operations Lead: CX Metrics & Team Growth

TDCX; Kuala Lumpur; Sur place; MYR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Attractive remuneration and great per-

Medical, insurance and social security

World-class workspaces

Learning and development plans

Flexible working arrangements

Coaching and mentoring from experts

Résumé du poste

TDCX in Kuala Lumpur is a leading global BPO offering CX solutions, sales and digital marketing services. We seek a capable leader to drive metrics like SLA, productivity and NPS, while organizing recruitment, onboarding and training to support a high-performing team.

Fluent English and Mandarin communication, plus strong facilitation and time-management skills, will help you align client expectations with our mission. This role emphasizes growth within a dynamic, globally connected workplace.

Qualifications

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

Responsabilités

• Manage and utilize metrics to drive positive change in SLA, Productivity, CSAT, Quality, NPS and Contact Rate.
• Work with direct reports to set and improve metric-based goals and drive performance.
• Monitor costs and losses by contributing to the Customer Experience budget.
• Ensure employee happiness by collaborating with leads to build strong team connections and clear goals.
• Oversee team structure, recruiting, onboarding and training with leadership and partners.
• Identify opportunities for product improvements using team learnings.
• Navigate changing business landscape and manage change within the team.
• Undertake other duties as assigned by management to support Quality Management System.

Connaissances

English communication

Mandarin communication

Leadership

Time management

Formation

Bachelor's degree or higher

Advanced/Higher Diploma

Description du poste

TDCX in Kuala Lumpur is a leading global BPO offering CX solutions, sales and digital marketing services. We seek a capable leader to drive metrics like SLA, productivity and NPS, while organizing recruitment, onboarding and training to support a high-performing team.

Fluent English and Mandarin communication, plus strong facilitation and time-management skills, will help you align client expectations with our mission. This role emphasizes growth within a dynamic, globally connected workplace.