Operations Leader: Metrics‑Driven CX & Team Growth

TDCX; Singapore; Híbrido; SGD 60 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Attractive remuneration and perks

Medical, insurance & social security

World-class workspaces

Flexible working arrangements

Resumo da oferta

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

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Communication skills

Time management

Facilitation

Contact centre operations

NPS & quality programs

Formação académica

Bachelor's degree

Descrição da oferta de emprego

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