Operations Performance Lead — People, Metrics & Change

TDCX, Inc.; Kuala Lumpur; On-site; MYR 100,000 - 180,000; Full time

Benefits offered by this job

Attractive remuneration and great per­

Comprehensive medical, insurance, and

Social security coverage

World-class workspaces

Engaging activities and recognition

Strong learning and development plans

Positive work culture

Easy access with direct public transit

Flexible working arrangements

Coaching and mentoring from experts

Global company with industry awards

Job summary

TDCX is a global BPO leader offering customer experience, sales and digital marketing services across industries. We enable the future through human expertise and technology, with a focus on growth and learning for our people.

Join a world-class team in a dynamic environment. This role emphasizes leadership, metrics-driven improvement, and collaboration with clients and internal partners to deliver exceptional CX.

Qualifications

• Advanced degree or equivalent qualification in any field.
• Excellent understanding of contact centre operation.
• Strong knowledge of customer satisfaction, NPS and quality programs.
• Organizational and time management skills.
• Effective facilitation skills in client and staff meetings.

Responsibilities

• Manage and utilize metrics to drive positive change in SLA, Productivity, CSAT, NPS and Contact Rate.
• Work with direct reports to set and improve metric-based goals for higher performance and quality.
• Monitor costs and losses within the Customer Experience budget.
• Ensure employee happiness by building connections with the team and clear internal communication.
• Oversee team structure, recruiting, onboarding and training with leadership and partners.
• Identify opportunities and advocate for product improvements to support the team’s strategy.

Skills

Team leadership

Customer-centric

English proficiency

Time management

Facilitation skills

Education

Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree

Job description

TDCX is a global BPO leader offering customer experience, sales and digital marketing services across industries. We enable the future through human expertise and technology, with a focus on growth and learning for our people.

Join a world-class team in a dynamic environment. This role emphasizes leadership, metrics-driven improvement, and collaboration with clients and internal partners to deliver exceptional CX.