TDCX provides customer experience solutions designed to help businesses communicate with and support their customers across multiple channels. Its offering emphasizes secure, privacy-conscious messaging, while also enabling community participation and group conversations that keep interactions organized and accessible. The company’s profile may be relevant to professionals exploring opportunities in customer experience, communication services, and related business support operations.
Assistant Operations Manager – Contact Centre, Singapore
Lead contact centre performance and team development at TDCX in Singapore, using operational metrics to improve service, quality and customer experience. The role also supports staffing, budget oversight and continuous improvement of TDCX’s Quality Management System.
Description
- Use operational metrics to improve service levels, productivity, customer satisfaction, quality, NPS and contact rates.
- Coach direct reports, identify lessons from day-to-day work, set metric-based goals and raise team performance and quality.
- Track costs and losses attributable to the team within the Customer Experience budget.
- Work with team leads to build strong connections, support employee wellbeing and turn the client’s mission into clear goals.
- Oversee team structure, recruitment, onboarding and training with leaders, direct reports and business partners.
- Identify opportunities from team feedback and advocate for product improvements that serve team strategy and customer needs.
- Communicate and manage change as the business landscape shifts.
- Carry out other management-assigned duties within the employment category and help implement, maintain and continually improve TDCX’s Quality Management System.
Requirements
- Diploma, bachelor’s degree, postgraduate diploma or professional degree in any field.
- Preferably 3–5 years of experience in a related field.
- Strong understanding of contact centre operations.
- Knowledge of customer satisfaction, Net Promoter Score and quality programs.
- Organizational and time management skills.
- Ability to facilitate meetings with clients and staff.
- Excellent spoken and written English, plus the language of the supported market.
Benefits
- Attractive remuneration and perks.
- Comprehensive medical, insurance and social security coverage.
- World-class workspaces.
- Engaging activities and recognition programs.
- Learning and development plans to support career growth.
- Positive work culture that supports your future.
- Convenient location with direct public transport links.
- Flexible working arrangements.
- Coaching and mentoring from experts in your field.
- Opportunity to join a global company recognized with hundreds of industry awards.