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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing service level agreements, customer satisfaction metrics, and quality programs while driving team performance and employee engagement. Proficient in overseeing recruitment, onboarding, and training processes to enhance team effectiveness and support organizational goals.
Highest-signal resume keywords
Customer SatisfactionNet Promoter ScoreContact Centre OperationOrganizational SkillsEffective Communication
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 and improve metric-based goals
- Drive teams toward higher performance and quality expectations
- Monitor costs and losses contributing to the Customer Experience budget
- Work with Leads to support employee happiness, team connections, communication, and client mission goals
- Oversee team structure, recruiting, onboarding, and training with leadership, direct reports, and business partners
- Identify and advocate for product improvements based on team learnings and customer needs
- Communicate and manage business change
- Perform other assigned duties and support the continual improvement of TDCX’s Quality Management System
Requirements
What you’ll need- Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Level AgreementsQuality Management SystemMetric AnalysisProductivity ImprovementCost Monitoring
Soft Skills
Time ManagementFacilitation SkillsTeam LeadershipEmployee Engagement
Certifications & Qualifications
Bachelor's DegreeAdvanced Diploma
Industry Keywords
Customer ExperiencePerformance ManagementTraining and OnboardingClient Communication