Sales Team Lead - KPI-Driven CX Coach

TDCX; Malaysia; Hybrid; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Attractive remuneration

Medical & social coverage

World-class workspace

Learning & development

Flexible working

Coaching & mentoring

Global awards

Public transport access

Job summary

TDCX is a global BPO leader looking for a Quality/Operations Manager to oversee day-to-day contact centre operations in Malaysia. You will drive KPI attainment, work with cross-functional teams to meet client targets, and establish robust procedures aligned with company standards.

You will coach and monitor performance, identify training needs, and lead continual improvement of the Quality Management System. Strong leadership and communication are essential.

Qualifications

• Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with 2 years of working experience in the related field for this position.
• Experience leading, inspiring and motivating others to meet goals and metrics.
• Possess project and resource management skills.
• Strong communication and interpersonal skills.
• Excellent decision making and analytical skills.
• Excellent verbal and written communication skills in English and the language of supporting market.

Responsibilities

• Responsible for the day to day management of the contact centre to ensure KPIs are met.
• Work closely with the teams to achieve Qualitative targets specified by the Client.
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Ensure feedback to team members on performance is accurate, complete and timely; provide coaching to meet KPIs and policies.
• Identify training needs and work with the training department to organize training/online learning.
• Enhance team performance through call monitors, team briefings, and monthly coaching sessions.
• Perform other duties to support the Quality Management System at TDCX.

Skills

Leadership

People management

Communication

Analytical thinking

Decision making

Project management

Education

Advanced/Higher/Graduate Diploma

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Job description

TDCX is a global BPO leader looking for a Quality/Operations Manager to oversee day-to-day contact centre operations in Malaysia. You will drive KPI attainment, work with cross-functional teams to meet client targets, and establish robust procedures aligned with company standards.

You will coach and monitor performance, identify training needs, and lead continual improvement of the Quality Management System. Strong leadership and communication are essential.