Assistant Operations Manager Malaysia Operations Management 20-October-2026

TDCX; Singapore; Hybrid; SGD 60,000 - 100,000; Full time

Benefits offered by this job

Attractive remuneration and perks

Medical, insurance & social security

World-class workspaces

Flexible working arrangements

Job summary

TDCX Singapore is seeking an Operations Manager to drive key performance metrics across service levels, productivity, customer satisfaction, and quality programs. You will lead a team, recruit and onboard staff, and collaborate with senior leaders to translate client missions into clear goals.

The role emphasizes people development, process improvement, and strong communication in English and Mandarin. The company offers a dynamic, globally connected workplace with flexible arrangements and

Qualifications

• Advanced/Higher/Graduate Diploma or higher required.
• 3–5 years of working experience in the related field.
• Excellent understanding of contact centre operation.
• Solid knowledge of customer satisfaction, Net Promoter Score (NPS) and quality programs.

Responsibilities

• 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 set and improve metric-based goals and drive teams toward higher performance and quality.
• Monitor costs and losses by managing team contribution to the Customer Experience budget.
• Ensure employee happiness by collaborating with Leads to build strong team connections and clear goals.
• Oversee team structure, recruiting, onboarding and training with leadership and partners.
• Identify opportunities from team learnings and advocate for product improvements that support customer needs.
• Navigate the team through changing business landscapes and manage change.
• Perform other duties assigned by management within the Quality Management System.

Skills

Communication skills

Time management

Facilitation

Contact centre operations

NPS & quality programs

Education

Bachelor's 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 team 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 team 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 Mandarin

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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