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Operations Manager
TDCXKuala Lumpur, Kuala Lumpur, Malaysia1 day ago
Job descriptionManage 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’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, onboarding and training by working with utmost leadership, direct reports and other business partners. Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer. Navigate the team through the ever-changing landscape of the business by communicating and managing 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. Candidate must possess at least an 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 Mid-Senior level Full-time Management Outsourcing and Offshoring Consulting
Overview
Get AI-powered advice on this job and more exclusive features. Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!
Top Reasons to work with TDCX
- Attractive remuneration, great perks, and performance incentives
- Comprehensive medical, insurance, or social security coverage
- World-class workspaces
- Engaging activities and recognition programs
- Strong learning and development plans for your career growth
- Positive culture for you to #BeMore at work
- Easy to locate area with direct access to public transport
- Flexible working arrangements
- Be coached and mentored by experts in your field
- Join a global company, winner of hundreds of industry awards
What is your mission?
Who are we looking for?
Who is TDCX?
Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.
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 39 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.
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Operation Manager • Kuala Lumpur, Kuala Lumpur, Malaysia
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