Assistant Operations Manager Malaysia Operations Management 2-November-2026

TDCX; Singapore; On-site; SGD 60,000 - 100,000; Full time

Benefits offered by this job

Attractive remuneration

Comprehensive medical coverage

World-class workspaces

Recognition programs

Professional development plans

Flexible working arrangements

Mentoring from experts

Job summary

TDCX Singapore, a leading global BPO, is seeking an Operations Manager to drive performance across customer experience initiatives.

You will manage and improve metrics, lead teams, recruit and train staff, and partner with senior stakeholders to deliver high-quality service and continuous improvements for our clients.

Qualifications

• Advanced English communication skills and ability to interact with diverse markets.
• 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.
• English and local market language proficiency.

Responsibilities

• Monitor and drive metrics such as SLA, productivity, CSAT, QPS, NPS and contact rate.
• Guide direct reports to learnings from real-life scenarios and set metric-based goals.
• Monitor costs and manage team contribution to CX budget.
• Ensure employee happiness by partnering with Leads to foster engagement and clear goal translation.
• Oversee team structure, recruitment, onboarding and training with leadership.
• Identify product improvement opportunities from team learnings to support customer strategy.
• Navigate changing business landscape and communicate transitions effectively.
• Fulfill other duties to maintain the Quality Management System as required.

Skills

Advanced English communication

Data-driven

People leadership

Time management

Education

Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree

Tools

CRM software

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 .

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