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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and project management skills to drive team performance and meet KPIs. Proficient in developing performance reports and providing coaching to enhance team member capabilities.
Highest-signal resume keywords
Project Management SkillsTeam LeadershipPerformance ReportingAnalytical SkillsCommunication 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
KPI ManagementPerformance AnalysisResource ManagementQuality Management System
Soft Skills
CoachingInterpersonal SkillsDecision Making
Certifications & Qualifications
Bachelor's DegreeAdvanced Diploma
Industry Keywords
Contact Centre ManagementCustomer ExperienceService LevelsTeam Performance
About the role
Key responsibilities & impact- Responsible for the day to day management of the contact centre to ensure that KPIs are met.
- Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
- Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
- Ensure that the feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies.
- Collaborate with Customer Experience and Training team to identify issues, drive metrics, and balance and prioritize based on seasonality and the needs of customers, team and client.
- 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 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 a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, 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 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