Operations Manager — Lead CX Ops, Flexible Work

TDCX; Singapore; On-site; SGD 90,000 - 130,000; Full time

Benefits offered by this job

Attractive remuneration

Comprehensive medical, insurance, and

World-class workspaces

Learning and development plans

Flexible working arrangements

Job summary

TDCX is looking for an Operations Manager to lead daily contact center activities, ensure service levels and customer satisfaction, and drive continuous improvement across multiple shifts and teams.

You will monitor KPIs, coach managers, and act as the client’s operational point of contact, with budget and headcount responsibility. English and local market language proficiency required.

Qualifications

• Bachelor’s degree or equivalent in any field.
• 4+ years of leadership experience in contact center or BPO operations.
• Solid knowledge of contact center operations, including workforce planning, quality management and service level management.
• Knowledge of customer satisfaction, NPS and quality programs.
• Experience leading client meetings and presenting performance results.
• Strong organizational and time management skills, with the ability to coordinate several teams and shifts.
• Excellent verbal and written communication skills in English and the language of the supported market.

Responsibilities

• Manage the daily customer service operation, ensuring that service levels, quality targets and customer satisfaction objectives are met.
• Monitor KPIs (SLA, productivity, CSAT, NPS, quality and contact rate) and take corrective action where results fall below target.
• Lead and develop team managers and team leaders by setting objectives, providing regular coaching and feedback, and supporting career progression.
• Act as the main operational contact for the client: lead regular performance reviews, report on results and agree on action plans.
• Manage the operation’s budget and headcount, controlling costs and working with Recruitment, Training and Workforce Management on hiring, onboarding and resource planning.
• Identify recurring customer issues and process gaps, and propose improvements to the client and to internal teams.
• Any other duties to maintain Quality Management System of TDCX.

Skills

Leadership experience

Contact center operations

Workforce planning

Quality management

Service level management

Client meetings

Time management

Bilingual English & local market

Education

Bachelor’s degree

Job description

TDCX is looking for an Operations Manager to lead daily contact center activities, ensure service levels and customer satisfaction, and drive continuous improvement across multiple shifts and teams.

You will monitor KPIs, coach managers, and act as the client’s operational point of contact, with budget and headcount responsibility. English and local market language proficiency required.