Customer Operations Manager

#BeMore

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
• Premium 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 with 26 years of experience and 340+ industry awards

What is your mission

As an Operation Manager, you will need to lead and nurture the operation team to provide the best in class operation excellence that delight our customers. To build strong operation team and to help identify and convert new business opportunities in existing business You are also required to perform these job functions:

Metrics Accountability

• 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.
• 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.

Strategy & Planning

• 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.

Special Projects

• Lead and/or participate in 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 ISO9001 and ISO18295-1 Quality Management System of TDCX.

Who are we looking for

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree, any field.
• Required skill(s): People Management, COPC.
• At least 5 year(s) of working experience in the related field is required for this position.
• Preferably Managers specializing in Customer Service or equivalent.
• Full-Time position(s) available.

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 more than 340 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.