Team Lead (MANILA) Philippines Operations Management 7-September-2026

TDCX Group; Manila; Hybrid; PHP 614,000 - 1,116,000; Full time

Benefits offered by this job

Attractive remuneration

Comprehensive medical coverage

Social security coverage

World-class workspaces

Flexible working arrangements

Career development plans

Job summary

TDCX Group in the Philippines is seeking an experienced Operations Manager for its contact centre. You will oversee day-to-day activities, drive KPI performance, and coordinate with CX and Training teams to optimize outcomes for clients.

Ideal candidates have leadership experience, strong communication skills, and a proven track record in project/resource management within a contact centre environment. This role offers a clear path for career growth and professional development.

Qualifications

• Proven ability to lead and motivate teams to meet KPIs.
• Strong communication and analytical capabilities.
• Experience in project and resource management.
• Excellent written and spoken English; proficiency in the local market language.

Responsibilities

• Oversee day-to-day contact centre operations to ensure KPI targets are met.
• Develop and distribute performance and service reports on a daily/weekly/monthly basis.
• Establish procedures aligning with company standards and strategic directives.
• Provide coaching to team members to meet KPIs and policies.
• Collaborate with CX and Training teams to address issues and balance priorities.
• Enhance team performance through coaching sessions and team briefings.
• Assist and cover for Team Leader in their absence.
• Fulfill other duties to support QMS and organizational needs.

Skills

Strong communication

Interpersonal skills

People leadership

Project management

Resource management

Decision making

Analytical skills

English proficiency

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?

• Responsible for the day to day management of the contact centre to ensure that KPIs are met.
• Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Ensure that the feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies.
• Collaborate with Customer Experience and Training team to idenitify the issues , drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
• Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions.
• Assist and manage the team in the absence of the Team Leader.
• 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 2 years of working experience in the related field is required 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

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 .

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