Bilingual Operations Manager - Experiencia en BPO

Descripción de la oferta

JOIN TDCX AND LEAD THE FUTURE OF CUSTOMER EXPERIENCE WITH TRUST AND SAFETY! Do you have a passion for operations management and delivering exceptional customer experiences? Are you ready to lead a team focused on building a secure and safe environment for players?
TDCX is looking for a highly experienced Operations Manager (English and Spanish) to oversee a key campaign in the gaming industry, ensuring measures are effectively implemented.
This is your chance to take charge of a dynamic team, elevate operational performance, and work with world-leading brands to create a secure and enjoyable gaming experience for users.
About the Role:
As an Operations Manager, you will be responsible for leading the operations for one of our prominent gaming clients. Youll drive key performance indicators (KPIs) like Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Service Level Agreements (SLA), while ensuring all safety measures are in place.
Your leadership will directly impact the safety and experience of players, ensuring compliance with policies and enhancing operational efficiency.
Key Responsibilities:
Lead and manage day-to-day operations, ensuring all KPIs are met, including player behavior monitoring, content moderation, and fraud prevention.
Drive continuous improvement by analyzing operational data and implementing changes to enhance efficiency, customer satisfaction, and safety.
Monitor and report on metrics such as Service Levels, Productivity, Contact Rates
Train and develop team members to ensure they are equipped with the skills and knowledge needed to detect and address security concerns effectively.
Foster a positive team culture, ensuring employee engagement through effective communication and strong relationships while maintaining safety standards.
Collaborate with leadership to identify opportunities for growth and process improvements that align with client goals and enhance the user experience.
Ensure all operations are in line with company policies, gaming safety standards, data protection regulations, and quality requirements.
Why is this a Unique Opportunity?
This is your chance to lead a cutting-edge gaming BPO campaign with one of the worlds most innovative and disruptive brands. At TDCX, youll be part of a dynamic, award-winning team dedicated to Trust and Safety in the gaming industry, where you will help create secure, ethical environments for players worldwide. Location: Connecta Bogotá Calle 26 92-32 (Gold 9, 4th Floor)
Competitive base salary + Benefits
Contract Type: Indefinite-Term Contract

Requirements:
Bachelors degree (or equivalent) in any field
3-5 years of experience in BPO operations, Trust and Safety and customer service management within the gaming or tech industry
Proven experience in managing KPIs, NPS, and other quality metrics, particularly in environments requiring content moderation and fraud prevention
Strong verbal and written communication skills in English, Portuguese, and Spanish
Strong organizational and time management skills with the ability to lead teams and monitor performance
Proven leadership experience with a track record of developing high-performing teams focused on operational excellence and Trust and Safety
Why Join TDCX?
Be part of an award-winning global company with industry-leading accolades in Trust and Safety!
Competitive salary with performance-based bonuses and career growth opportunities
Flexible workspaces and work arrangements in a dynamic and collaborative environment
Access to a positive and supportive culture that allows you to BeMore and grow your career
Ready to take your career to the next level and help redefine the future of customer experience in the BPO industry? Join TDCX today!

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• Idiomas: Inglés

Palabras clave: operaciones, lider, jefe, gerente, manager, director, chief, lead, jefatura, regente

Hace 11 horas

Acerca de TDCX

Customer experience lifecycle is our speciality. We make hay while the sun shines at our 24/7 customer engagement hubs, working with some of the world’s most valuable and exciting brands.

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