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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing contact center operations, focusing on metrics-driven performance improvements, customer satisfaction, and team development. Proficient in facilitating effective communication and fostering strong team connections to achieve organizational goals.
Highest-signal resume keywords
Contact Centre OperationCustomer SatisfactionNet Promoter ScoreQuality ProgramsOrganizational Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Metrics ManagementPerformance ImprovementBudget MonitoringRecruitingOnboardingTrainingQuality Management System
Soft Skills
Effective FacilitationVerbal CommunicationWritten CommunicationTime Management
Certifications & Qualifications
Bachelor's DegreeAdvanced Diploma
Industry Keywords
Service Level AgreementsCustomer ExperienceTeam StructureEmployee HappinessChange Management
About the role
Key responsibilities & impact- Manage and utilize metrics to drive positive change in Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
- Work with direct reports to identify learnings from real-life situations, set and improve metric-based goals, and drive teams toward higher performance and quality expectations.
- Monitor costs and losses incurred through the team’s contribution to the Customer Experience budget.
- Ensure employee happiness by working with Leads to create strong team connections and translate the client’s mission into meaningful, clear goals.
- Maintain responsibility for team structure, recruiting, onboarding and training with leadership, direct reports and business partners.
- Use team learnings to identify opportunities and advocate for product improvements supporting team strategy and customer needs.
- Navigate the team through the changing business landscape by communicating and managing change.
- Perform other duties assigned by management within the category of employment and support the effective implementation, maintenance and continual improvement of TDCX’s Quality Management System.
Requirements
What you’ll need- Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
- Preferable with 3 - 5 years of working experience in the related field is required for this position
- Excellent understanding of contact centre operation
- Sound knowledge of customer satisfaction, Net Promoter Score and quality programs
- Organizational and time management skills
- Effective facilitation skills in client and staff meetings
- Excellent verbal and written communication skills in English and the language of supporting market
Benefits
Comp & perks- 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