Operations Manager | CEBU

3 days ago


Cebu City, Philippines TDCX Full time

Overview Operations Manager | Cebu at TDCX Join to apply for the Operations Manager | Cebu role at TDCX. Be part of a fast-growing BPO company that partners with world-class brands. 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 learn from real-life situations, set and improve metric-based goals, and drive teams toward higher performance and quality. Monitor costs and losses by managing the team’s contribution to the customer experience budget. Ensure employee happiness by collaborating with Leads to create strong team connections and translate client mission into clear goals. Maintain responsibility for team structure, recruiting, onboarding and training in collaboration with leadership and business partners. Leverage learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and customer needs. Navigate the team through changing business conditions by communicating and managing change. Perform other duties as assigned to support the Quality Management System of TDCX. Who are we looking for? Education: Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field. Experience: 3 - 5 years in a related field preferred. Excellent understanding of contact centre operations. Knowledge of customer satisfaction metrics, Net Promoter Score and quality programs. Strong organizational and time management skills. Effective facilitation skills for client and staff meetings. Excellent verbal and written communication skills in English and the language of the supporting market. Who is TDCX? TDCX provides transformative digital CX solutions, enabling brands to acquire new customers, build loyalty, and protect 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. 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 many industry awards, including being recognized as a great place to work in Asia. From our first-rate workspaces, above-industry-average compensation, and career opportunities, discover what awaits when you embark on a career with TDCX. Seniority level Mid-Senior level Employment type Full-time Job function Management and Manufacturing Industries: Outsourcing and Offshoring Consulting Refer a friend to increase interview chances: referrals can double your odds. #J-18808-Ljbffr



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