Job Description

#BeMoreDo you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!Top Reasons to work with TDCX

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
• Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
• Optimize the resource allocation and cost-control to consistently meet or exceed customer experience targets
• Collaborated with clients to ensure that team goals were aligned with their expectations and strategic needs, building strong relationships and ensuring satisfaction of the team
• Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with outmost leadership, direct reports and other business partners.
• Identify the opportunity for product improvement by leveraging team insights, advocating for changes that supported team strategies and enhanced the customer experience.
• Navigated the team through a continuously evolving business environment, effectively manage the change and maintain the business.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferably with minimum of 5 to 7 years of experience in related field.
• Strong understanding in contact center operations, with a deep understanding of industry best practices and performance optimization.
• In-depth knowledge of customer satisfaction, Net Promoter Score (NPS), and continuous improvement in quality programs.
• Exceptional organizational and time management skills, with the ability to prioritize and manage multiple initiatives effectively.
• Proven experience in facilitating client and internal meetings, with the ability to guide discussions, drive decisions, and ensure alignment with business objectives.
• Excellent verbal and written communication skills in English, with the ability to clearly articulate complex ideas and engage with stakeholders at all levels.

Who is TDCX?TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.TDCX helps clients, including many of the world's best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region's growth potential.We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.

TDCX