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
• Premium 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 with 26 years of experience and 340+ industry award

What is your mission?

• Drive individual and team goals including but not limited to service levels, productivity, CSAT, escalation rates, and error rates
• Proactively communicate with Clients on daily operational matters
• Partner with training and quality to ensure training and refresher training needs are identified and delivered
• Provide timely Specialist reviews and handle all team member professional development
• Provide support to the team at all times, including the handling of user inquiries
• Facilitate regular team meetings to ensure updates are delivered consistently and staff have an input into day-to-day operations
• Work with RTA's to ensure queues are healthy and staffed appropriately
• Any additional responsibilities as business needs dictate
• Maintain high engagement amongst self and the team
• Perform all responsibilities whether operating either out of TDCX's facilities or from home
• Live and breathe the client organization and TDCX's core values and beliefs
• Any other duties and responsibilities that may be assigned by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continuous improvement of the Quality Management System of TDCX.

Who are we looking for?

• College graduate/Bachelor's Degree Holder
• External candidates (not promoted within the account) require two (2) years of prior team management experience in a BPO contact center. Internal candidates must have a proven record of successful performance in the same account
• 4 years of experience in BPO or similar environment
• Language Proficiency in all supported languages: CEFR C1 level mastery will be required as prescribed under the common global scale framework
• Strong customer focus with superior written and verbal communication skills
• Proficiency in technical support for cloud-based productivity tools as demonstrated by prior work experience (Google Suite and with MS Office line of products)
• Ability to work under pressure in a faced paced environment with limited structure
• Able to communicate effectively to a variety of audiences and able to give and to receive feedback daily; comfortable to facilitate presentations to a variety of audiences via Client business reviews and the like
• Proven success with building, leading, and motivating a team and demonstrated history of unwavering judgment
• Ability to make well-reasoned judgements quickly and repeatedly
• Ability to effectively navigate ambiguity, manage multiple tasks at any given time, and reasonably accommodate schedule changes

Who is TDCX?TDCX (NYSE: 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 more than 340 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.Job Types: Full-time, PermanentSchedule:

• 8 hour shift

Experience:

• Team Lead: 2 years (Preferred)
• BPO: 3 years (Preferred)
• Collections account: 1 year (Preferred)