Operations Team Lead - Metrics, Quality & Growth

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

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.