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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities to enhance team performance and meet KPIs, while effectively managing day-to-day operations and ensuring adherence to organizational guidelines. Proficient in project and resource management, with excellent communication skills in English and the local market language.
Highest-signal resume keywords
Team LeadershipProject ManagementKPI ManagementCoaching and MentoringAnalytical 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
Resource ManagementPerformance FeedbackCall MonitoringTraining CoordinationQuality Management System
Soft Skills
Strong Communication SkillsInterpersonal SkillsDecision Making
Certifications & Qualifications
Bachelor's DegreeAdvanced Diploma
Industry Keywords
Contact Centre OperationsKPI AchievementTeam PerformanceOrganizational GuidelinesClient Targets
About the role
Key responsibilities & impact- Manage the day-to-day operations of the contact centre to ensure KPIs are met
- Work closely with teams to achieve qualitative targets specified by the client
- Establish work procedures and processes supporting company and departmental standards, procedures, and strategic directives
- Ensure team-member performance feedback is accurate, complete, and timely
- Provide coaching and guidance so team members meet KPIs and follow organizational guidelines and policies
- Identify training needs and coordinate training or online learning with the training department
- Enhance team-member performance through call monitoring, team briefings, and monthly coaching sessions
- Perform other duties assigned by management within the employment category 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 an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field
- Preferable with 2 years of working experience in the related field is required for this position
- Experience leading, inspiring and motivating others to meet goals and metrics
- Possess project and resource management skills
- Strong communication and interpersonal skills
- Excellent decision making and analytical skills
- Excellent verbal and written communication skills in English and the language of the 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
- Opportunity to join a global company that has won hundreds of industry awards