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

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 the 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.

Perks and benefits Medical Miscellaneous allowance Dental Vision Incentive, Bonus and Commission Plan, Life-long Le