Customer Experience Manager

2 weeks ago

Manila, National Capital Region, Philippines JobsAvenuePH Full time
About TDCX
TDCX is a leading provider of transformative digital CX solutions. We enable world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

What We Offer
Attractive remuneration packages, 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 career growth
Positive culture for a rewarding career
Easy to locate area with direct access to public transport
Flexible working arrangements

Job Description
The Customer Experience Manager will be responsible for the day-to-day management of the contact centre to ensure that KPIs are met. This includes developing, reviewing and distributing daily, weekly and monthly performance and service reports, making recommendations to the Project Manager to maintain agreed service levels to customers.

Key Responsibilities
- Establish work procedures and processes that support company and departmental standards, procedures and strategic directives.
- Ensure feedback provided to team members on their performance is accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to organization's guidelines and policies.
- Collaborate with Customer Experience and Training team to identify issues, drive metrics and balance priorities based on seasonality and customer needs.
- Enhance team performance by creating team connection, team briefings and monthly coaching sessions.
- Perform other duties and responsibilities assigned by management within category of employment in the organization for effective implementation, maintenance and continual improvement of Quality Management System of TDCX.

Requirements
Candidate must possess at least Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field. Preferable with 2 years of working experience in related field is required for this position. Experience leading, inspiring and motivating others to meet goals and metrics is necessary. Strong communication and interpersonal skills are also essential. Excellent decision making and analytical skills are required. Excellent verbal and written communication skills in English and language of supporting market are needed.

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