FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
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 while managing day-to-day operations of the contact centre. Proficient in project and resource management, with a focus on achieving KPIs and maintaining high customer service standards.
Highest-signal resume keywords
Team LeadershipProject ManagementPerformance AnalysisCommunication SkillsCoaching and Mentoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI ManagementPerformance ReportingResource ManagementOperational ProceduresQuality Management System
Soft Skills
Interpersonal SkillsDecision MakingAnalytical Skills
Certifications & Qualifications
Bachelor's DegreeAdvanced Diploma
Industry Keywords
Contact Centre OperationsCustomer ExperienceTeam PerformanceService LevelsOrganizational Guidelines
About the role
Key responsibilities & impact- Manage the day-to-day operations of the contact centre to ensure KPIs are met
- Develop, review and distribute daily, weekly and monthly performance and service reports
- Make recommendations to the Project Manager to maintain agreed customer service levels
- Establish work procedures and processes supporting company and departmental standards, procedures and strategic directives
- Provide accurate, complete and timely performance feedback to team members
- Coach and guide team members to meet KPIs and follow organizational guidelines and policies
- Collaborate with Customer Experience and Training teams to identify issues and drive metrics
- Balance and prioritize operational needs based on seasonality and customer, team and client needs
- Enhance team member performance through team connection, team briefings and monthly coaching sessions
- Assist and manage the team in the absence of the Team Leader
- Perform other duties assigned by management and support 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