Operations Manager: Lead Team Growth & Trust & Safety

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

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.