Who is TDCX? We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan, Spain and Colombia. We specialize in perfecting our client's customer experience and elevating their sales. We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients. Our company has won over 200 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.

What is your mission? As an Operations Manager, you will accountable for the following areas. - 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 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. - 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. - Keep an active look out for risks, potential gains and issues to anticipate advancements and opportunities to advance the team’s goals. - 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. Who are we looking for? - 3-5 years in an operations managerial role/call center management - BPO experience preferred - Business Level English - Management experience of over 50 people