Descripción de la oferta
ResponsibilitiesAsegúrese de presentar su candidatura con toda la información solicitada, tal como se expone en la descripción del puesto a continuación.Responsible for the day‑day management of the contact center to ensure that KPIs are met.Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers.Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.Ensure that the feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies.Collaborate with Customer Experience and Training team to identify the issues, drive the metrics and be able to balance and prioritise the above based on seasonality and the needs of customers, team and client.Enhance the performance of team members by creating team connection, team briefings and monthly coaching sessions.Support the self‑onboarding and integration of new joiners setting them up for success during their probation period.Monitor the quality and integration of new tools and products.Lead monthly and quarterly business reviews with the support of the Operations Director.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 organisation and for the effective implementation, maintenance and continual improvement of the 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 in any field.Preferable with 2 years of working experience in the related field is required for this position. However, fresh graduates are encouraged to apply.Possess strong time‑management skills and be motivated to exceed expectations.Ability to multi‑task and use information provided by customers to tailor responses and actions to meet specific needs.Must be a strong communicator, with an emphasis on effective listening and empathising with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation).Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones.Excellent verbal and written communication skills in English and proficient level of German.About TDCXSingapore‑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. xcskxlj 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 reasons to work with TDCXAttractive remuneration and great perksComprehensive medical, insurance and social security coverageWorld‑class workspacesEngaging activities and recognition programmesStrong learning and development plans for your career growthPositive work culture that enables your futureEasy‑to‑access location with direct public transport linksFlexible working arrangementsCoaching and mentoring from experts in your fieldJoin a global company, winner of hundreds of industry awards#J-18808-Ljbffr
