Senior CX Operations Manager: Drive Quality & Growth

TDCX Malaysia; Malaysia; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Dental

Vision

Incentive, Bonus and Commission Plan

Life-long Le

Job summary

TDCX Malaysia seeks an experienced Operations Manager to lead and optimize our contact centre operations, ensuring service levels, quality, and customer satisfaction. You will drive metric-based goals with your team, monitor costs, and support continuous improvement initiatives to align with the client’s mission.

This role requires strong leadership, excellent communication, and a track record in managing CX operations.

Qualifications

• Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• 5 - 7 years of working experience in the related field.
• 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 the supporting market

Responsibilities

• 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.

Skills

Team leadership

Stakeholder comms

Performance metrics

Education

Bachelor's degree

Job description

TDCX Malaysia seeks an experienced Operations Manager to lead and optimize our contact centre operations, ensuring service levels, quality, and customer satisfaction. You will drive metric-based goals with your team, monitor costs, and support continuous improvement initiatives to align with the client’s mission.

This role requires strong leadership, excellent communication, and a track record in managing CX operations.