Operations Manager

TDCX; Kampung Malaysia Tambahan; Presencial; MYR 60.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remuneration

Medical coverage

Social security coverage

World-class workspaces

Learning & development

Descripción de la vacante

TDCX, a global BPO leader headquartered in Singapore, is seeking a results-driven team leader to optimize contact centre performance in Malaysia. You will drive CSAT, NPS and quality programs while building a strong, cohesive team and aligning with client goals.

You will oversee recruiting, onboarding and coaching, ensuring high performance and effective change management in a dynamic CX environment. This is a hands-on leadership role in a fast-paced setting.

Formación

• Bachelor's degree or higher in any field.
• 3–5 years of related experience preferred.
• Strong understanding of contact centre operations.
• Sound knowledge of customer satisfaction, Net Promoter Score and quality programs.
• Excellent organizational and time-management skills.
• Effective facilitation skills in client and staff meetings.
• Excellent verbal and written communication in English and local language.

Responsabilidades

• Utilize metrics to drive improvements in SLAs, productivity, CSAT, quality, NPS and contact rate.
• Lead and develop direct reports to set and achieve performance goals.
• Monitor costs and manage the team’s contribution to CX budget.
• Foster happiness and strong connections within the team through effective leadership and communication.
• Oversee team structure, recruiting, onboarding and training with leadership support.
• Identify opportunities to advocate for product improvements based on team learnings.
• Adapt to changing business landscape and communicate changes effectively.
• Perform other duties as assigned to support the Quality Management System.

Conocimientos

Advanced/higher diploma

Bachelor's degree

3–5 years experience

Contact centre operations

Customer satisfaction

NPS knowledge

English communication

Time management

Educación

Bachelor's degree or higher

Diploma or equivalent

Descripción del empleo

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's 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 team's 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 the language of supporting market

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.