Title:  Senior Operations Manager (ILO)

#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
• 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?

• Manages and improves day to day operations to ensure high standard of service is delivered to customers through performance monitoring, problem resolutions, system audits and quality assurance measures.
• Ensures performance targets, SLA's and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Applies a wide range of tools to plan, analyze, and oversee the program's performance to make sure there are improvements.
• Determines call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.
• Identifies and promotes best practices, processes and systems, and drives continuous improvement environment.
• Supervises, leads, coaches, and inspires a team of team leaders and promotes continuous development geared towards meeting/exceeding performance and client expectations and for succession planning.
• Builds and maintains a solid relationship with internal and external stakeholders.
• 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?

• Completed at least 2 years in college or a Bachelor's /College Degree in any field .
• Minimum 3 years of experience as an Operations Manager.
• 8 years in BPO or similar environment.
• Strong understanding of company products, policies and services.
• Solid understanding of Call Center operations and functions, as well as business processes. 
• Highly developed interpersonal and people management skills, including ability to interact with and influence people at all levels.
• Strong knowledge of performance evaluation and customer service metrics.

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.