Operations Manager

TDCX, Inc.; Lisboa; Hybrid; EUR 45,000 - 75,000; Full time

Benefits offered by this job

Remuneration

Medical coverage

World-class workspaces

Mentoring and coaching

Career growth

Global opportunities

Job summary

TDCX, Inc. in Portugal is seeking a senior leader to set up and monitor department goals, build client relationships, and align strategy with project requirements. You will lead and mentor teams while coordinating with internal partners to deliver on targets.

You will coach and develop staff, work with global Trust & Safety teams, and advocate for product improvements that benefit customers. A strong communicator with a strategic mindset will thrive here.

Qualifications

• Leadership experience in outsourcing, customer operations, or contact center.
• Excellent verbal and written English communication; other languages a plus.
• Strong organizational, analytical, and time-management skills.

Responsibilities

• Set up and monitor goals and objectives for the department in line with client/project requirements and manage client relationships.
• Grow and develop the team through coaching, mentoring and QA; define priorities and allocate resources.
• Collaborate with Trust & Safety Leads to ensure a seamless user experience and produce regular quality reports.
• Build and maintain partnerships with global Trust & Safety teams to support strategy and customer needs.
• Identify learning from teams to advocate product improvements and support customer needs.
• Support agents through escalations, including interactions with law enforcement as needed.
• Maintain team structure, recruiting, onboarding and training with leadership and stakeholders.
• Carry out any other duties assigned by management.

Skills

Leadership

Coaching

QA Mentoring

Communication

Time management

Education

Bachelor's degree or higher

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?

• Set-up and monitor goals and objectives for the department in line with client/project specific requirements while building and managing client relationship. Plan strategiestogether with the internal team to ensure that objectives and targets are achieved.
• Grow and develop your team through coaching, mentoring and QA. Define clear priorities and allocate resources effectively.
• Work with your Trust & Safety Leads to ensure a seamless and fair user experience. Assist your Lead in preparing quality, efficacy, and productivity reports regularly.
• Build and maintain a strong partnership with the global Trust & Safety teams.
• 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.
• Support Trust & Safety Agents through escalations whenever required. This may include working with Law Enforcement.
• Ensure employee happiness by working with Leads and/or Managers 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, onboarding, and training by working with leadership team, direct reports and other business partners.
• Any other duties and responsibilities that may be assigned to you by the management from time to time.

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 4+ years of leadership experience in outsourcing, customer operations, or contact center is required for this position and 2+ years working with online communities.
• Experience in Project and Financial Management, Budget, Margin, and P&L.
• Excellent organizational analytical and time management skills.
• Effective facilitation skills in client and staff meetings, excellent communication skills, with the particular ability to provide direction and feedback both clearly and empathetically.
• Excellent verbal and written communication skills in English, any other language is an advantage.

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.