Operations Manager

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

• Competitive 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?

Metrics Accountability

• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, FCR, AHT, and other Client Metrics.
• 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 the team's contribution to the greater Customer Experience budget.

Employee Happiness

• 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.
• Keep a regular and open line of communication with Leads to support and influence as needed.
• Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with CX leadership, direct reports and other business partners.
• Translate client company goals into clear and comprehensive directives for team. Support direct reports as they implement new directives.
• 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.
• Responsible for staff training on products and customer service
• Keep an active look out for risks, potential gains, and issues to anticipate advancements and opportunities to advance the team's goals.

Special Projects

• Lead and/or participate in CX-specific and/or client company wide projects that may be assigned by leadership.
• Seasonal or Special projects based on the needs of the team or the customer.
• 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?

• Preferably candidates who have achieved either a college degree or an equivalent diploma.
• At least 1 years of experience in e-commerce or marketplace platforms is a plus.
• At least 3-years operations management experience with excellent track record
• 5 years of experience in BPO or similar environment
• Experience in managing operations and CS KPI (Service Level, CSAT, AHT)
• Experience leading, coaching, and motivating others to meet goals and metrics.
• Excellent understanding of contact center operations
• Strong analytical, communication and good presentation skills
• Strong computer and software skills
• Strong Problem solving and decision-making abilities.
• Exceptional motivational and interpersonal skills
• Effective decision maker and team player
• Strong leadership skills, business orientation and must be a thought leader.
• Sound knowledge of customer satisfaction and quality programs
• Collaborative work style; willing to coach and be coached by others.
• Able to work independently across a broad range of activities.
• Strong client presence-speak comfortably with clients and provide ideas for improvement.

Who is TDCX?

TDCX (NYSE: TDCX) provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world's best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region's growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.

TDCX (NYSE: TDCX) provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world's best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region's growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.

Who is TDCX?

TDCX (NYSE: TDCX) provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world's best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region's growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.

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What can I earn as an Operations Manager