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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer service operations, focusing on service levels, quality management, and customer satisfaction. Proven ability to lead teams, monitor KPIs, and implement process improvements while effectively communicating with clients.
Highest-signal resume keywords
Leadership Experience In Contact Center OperationsKnowledge Of Workforce PlanningExpertise In Quality ManagementStrong Organizational And Time Management SkillsExcellent Communication Skills In English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Satisfaction ManagementNPS MonitoringSLA ManagementKPI MonitoringBudget ManagementPerformance ReportingProcess ImprovementQuality Management System Implementation
Soft Skills
CoachingFeedbackTeam Development
Certifications & Qualifications
Bachelor's Degree Or Equivalent
Industry Keywords
Contact Center OperationsBPO OperationsService Level ManagementQuality Programs
About the role
Key responsibilities & impact- Manage the daily customer service operation, ensuring service levels, quality targets and customer satisfaction objectives are met.
- Monitor KPIs including SLA, productivity, CSAT, NPS, quality and contact rate, taking corrective action when results fall below target.
- Lead and develop team managers and team leaders through objective-setting, coaching, feedback and career progression support.
- Act as the main operational contact for the client, lead regular performance reviews, report results and agree action plans.
- Manage the operation’s budget and headcount, control costs, and collaborate with Recruitment, Training and Workforce Management on hiring, onboarding and resource planning.
- Identify recurring customer issues and process gaps, and propose improvements to the client and internal teams.
- Perform other assigned duties within the employment category and support the effective implementation, maintenance and continual improvement of TDCX’s Quality Management System.
Requirements
What you’ll need- Bachelor’s degree or equivalent, in any field.
- 4+ years of leadership experience in contact center or BPO operations
- Solid knowledge of contact center operations, including workforce planning, quality management and service level management.
- Knowledge of customer satisfaction, NPS and quality programs.
- Experience leading client meetings and presenting performance results.
- Strong organizational and time management skills, with the ability to coordinate several teams and shifts.
- Excellent verbal and written communication skills in English and the language of the supported 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
- Opportunity to join a global company that has won hundreds of industry awards