Operations Manager - Flexible CX & Team Performance

TDCX; Kampung Malaysia Tambahan; On-site; MYR 60,000 - 120,000; Full time

Benefits offered by this job

Remuneration

Medical coverage

Social security coverage

World-class workspaces

Learning & development

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Advanced/higher diploma

Bachelor's degree

3–5 years experience

Contact centre operations

Customer satisfaction

NPS knowledge

English communication

Time management

Education

Bachelor's degree or higher

Diploma or equivalent

Job description

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.