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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 while ensuring adherence to KPIs and organizational guidelines. Possesses excellent communication skills in English and the local market language, along with project and resource management expertise.
Highest-signal resume keywords
KPI ManagementTeam LeadershipProject ManagementAnalytical 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
Performance ReportingResource ManagementQuality Management SystemCoachingProcess Improvement
Soft Skills
Interpersonal SkillsDecision MakingMotivational Skills
Certifications & Qualifications
Bachelor's DegreeAdvanced Diploma
Industry Keywords
Contact Centre ManagementCustomer ExperienceTeam PerformanceService LevelsOrganizational Guidelines
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 company and departmental standards, procedures and strategic directives.
- Ensure feedback provided to team members on performance is accurate, complete and timely.
- Provide coaching and guidance to ensure team members meet KPIs and adhere to organizational guidelines and policies.
- Collaborate with Customer Experience and Training teams to identify issues, drive metrics, and balance priorities 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 within the employment category and support 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