Title:  Operations Manager

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Manage the daily customer service operation, ensuring that service levels, quality targets and customer satisfaction objectives are met.
• Monitor key performance indicators (SLA, productivity, CSAT, NPS, quality and contact rate) and take corrective action where results fall below target.
• Lead and develop team managers and team leaders by setting objectives, providing regular coaching and feedback, and supporting the career progression of high performers.
• Act as the main operational contact for the client: lead regular performance reviews, report on results and agree on action plans.
• Manage the operation’s budget and headcount, controlling costs and working with Recruitment, Training and Workforce Management on hiring, onboarding and resource planning.
• Identify recurring customer issues and process gaps, and propose improvements to the client and to internal teams.
• 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?

• Bachelor’s degree or equivalent, in any field.
• 4+ years of leadership experience in contact center or BPO operations
• Solid knowledge of contact center operations, including workforce planning, quality management and service level management.
• Knowledge of customer satisfaction, NPS and quality programs.
• Experience leading client meetings and presenting performance results.
• Strong organizational and time management skills, with the ability to coordinate several teams and shifts.
• Excellent verbal and written communication skills in English and the language of the supported market.

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, 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 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.