Team Lead/Operations Supervisor

2 weeks ago

Cebu City, Central Visayas, Philippines TDCX Philippines Full time

#BeMore

Do 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

  • Competitive 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?

  • Responsible for daily customer relations to support the company's vision of providing unparalleled world-class customer service support for all its customers.
  • Oversee all aspects of the customer service experience to troubleshoot processes and procedures including making improvements to customer service quality
  • Manage and resolve complex escalation cases of pre-sale inquiries and post-sale support inquiries via our communication channels, namely email and live chat
  • Identify and define critical success factors, quality standards, metrics, and vendor SLA
  • Provide daily/weekly/monthly reports for team performance tracking
  • Independently kickstart or be part of a multi-function team to drive projects with the purpose of cost efficiency or enhancement
  • Conduct performance appraisals and provide measurable feedback and suggestions to team members for improved performance through coaching and other similar activities. Formulates and implements employee corrective actions as needed
  • Conduct regular team huddles to discuss ways of working, internal and external process changes, performance status, and other relevant updates
  • Work closely with Learning & Development team to execute training & upskilling plans. In charge of ensuring the agents follow through the SOPs that were set in place.
  • Build the team in line with the mission, vision and targets of the company
  • Analyze and interpret KPI related data and execute actions based on the team's goals
  • 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?

  • Minimum 2 years of working experience in the related field is required
  • Willingness to work outside regular hours including weekends if needed
  • This role requires someone who is innately customer-centric, passionate about creating a great brand experience & understands how customer engagement is crucial for the brand's growth and loyalty.
  • Must be a great team player with the right attitude to work with our internal teams and external partners
  • Quick learner and unintimidated by a new challenge
  • Excellent English proficiency, preferably native or professional level
  • Excellent proficiency in email writing etiquette (min. B2 in English proficiency)
  • Proven record of success in managing a team of 12 and more
  • High emotional maturity and passion for customer service
  • Decisive, action-oriented, results-focused, able to work independently, and able to handle diverse situations
  • Driven and customer-oriented and able with the ability to adapt/respond to different types of characters. You need to be tolerant, exhibit empathy and be patient
  • Able to communicate effectively on both technical and non-technical topics to customers and team members.

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 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

Job Types: Full-time, Permanent

Pay: Php14, Php44,278.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Gym membership
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Schedule:

  • 8 hour shift
  • Rotational shift

Supplemental pay types:

  • 13th month salary
  • Anniversary bonus
  • Bonus pay
  • Performance bonus

Experience:

  • Team Leader/Operations Supervisor in BPO: 2 years (Preferred)
  • Sales Account: 1 year (Preferred)
  • BPO Industry: 5 years (Preferred)

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