Team Lead/Supervisor

2 weeks ago

Pasig, National Capital Region, Philippines TDCX Philippines Full time

Job Highlights

  • Be a part of one of the best companies to work for in Asia
  • Excellent perks and benefits
  • Above-industry average salary

Job Description

#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 growthPositive 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?

  • Oversee the activities of assigned team members by ensuring the function is efficiently performed in a quality-oriented environment
  • Ensure team members receive continuous development training after initial training has been completed to improve ability of assigned team to service the client
  • Assist with identifying areas where additional training is needed based on performance of assigned team members
  • Coach, train, and develop subordinates to achieve quality performance
  • Ensure team members receive continuous development training after initial training has been completed to improve ability of assigned team members to service the client
  • Assist with identifying areas where additional training is needed based on performance of assigned team members
  • Coach, train, and develop subordinates to achieve quality performance
  • Improve agent call processing skills to exceed client expectations for productivity, service and quality by completing the following: demonstrate correct call procedure following TDCX and client guidelines, double jack with agents to demonstrate skills and provide feedback, and side by side monitoring to encourage positive behavior and build skills
  • Develop Daily Action Plan evaluating and ranking performance of each agent using bottom, middle and top 1/3
  • Improve agent morale by creating and maintaining a winning environment that contributes to agent satisfaction, productivity, and commitment to TDCX which may include Daily Contest to motivate and encourage maximum performance; recognition of agent by name; positive agent feedback and suggestions to enhance performance
  • Review all current training related materials
  • Develop agent product, process, and procedure knowledge
  • Facilitate proper and effective coverage of the line group floor to ensure consistent effectiveness of the workflow to exceed the client's expectations
  • Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.
  • 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?

  • At least 2 - 5 year(s) of working experience as a Team Lead
  • Minimum of 2 years in college, preferably a bachelor's degree
  • Excellent verbal communication skills in English language is essential.
  • Experience in working with customers, preferably in a leadership role.
  • Experience leading, inspiring and motivating others to meet goals and metrics.
  • Strong Analytical skills; Able to tell a story with data and metrics (experience in handling CSAT/NPS/VOC/other related metrics)
  • Works well in ambiguity and embraces the adventure

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.

Summary of role requirements:
  • Flexible hours available
  • 2-3 years of relevant work experience required for this role
  • Working rights required for this role

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