Assistant Operations Manager Malaysia Operations Management 11-October-2026

TDCX; Singapore; On-site; SGD 70,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Career development

Global company awards

Flexible working

Job summary

TDCX, a Singapore-headquartered global BPO leader, is hiring an Operations Manager to drive CX metrics and lead high-performing teams across client programs. You will translate client goals into actionable targets and steer project delivery with a focus on quality and efficiency.

Join a world-class organisation renowned for learning and development, flexible working arrangements, and a strong corporate culture. You’ll play a pivotal role in shaping service delivery and client outcomes.

Qualifications

• Candidate must possess at least an Advanced/Higher/Graduate Diploma or Bachelor's Degree or higher.
• 3–5 years of relevant experience preferred in contact center / BPO environments.
• Strong understanding of contact centre operations, customer satisfaction, NPS and quality programs.
• Excellent verbal and written communication in English and local market language.

Responsibilities

• Drive metrics like SLA, productivity, CSAT, NPS, and contact rate to improve outcomes.
• Lead and develop direct reports; set and monitor performance goals.
• Monitor costs and optimize the CX budget impact.
• Foster employee happiness through meetings, communication, onboarding and training.
• Oversee team structure, recruitment, onboarding, and cross‑functional collaboration.
• Capture learnings to drive product and process improvements.
• Navigate changing business landscapes and manage change.

Skills

Advanced education

People management

Contact center expertise

Customer satisfaction (NPS)

Organizational skills

English & local language communication

Education

Advanced/Higher/Graduate Diploma; Bachelor's; Postgrad; 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?

• 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 teamââ¬â¢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 teamââ¬â¢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.

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 3 - 5 years of working experience in the related field is required for this position
• 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 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 .

Job Segment: Operations Manager, BPO, Call Center, Quality Manager, Marketing Manager, Operations, Quality, Customer Service, Marketing