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Company Overview
TSA Group - Australia is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases.
We represent some of the country's largest brands, across multiple locations.
Mission Statement:
We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
About This Role
The Customer Experience Director is a critical leader of leaders within TSA's Customer Engagement Centre. They motivate, inspire and engage their team of Team Leaders (TL) to ensure each team is able to deliver the required performance and outcomes as defined by TSA and our client.
Main Responsibilities
- Intraday performance management across Service Teams; Team Leadership, coaching, development and engagement.
- Operational Excellence, and Customer Advocacy Centre results.
Key Requirements
To be successful in this role, you will need to have experience in handling home appliance/consumer electronics accounts and proven leadership experience.
You must demonstrate capability in managing contact centre teams, specialising in Inbound/Outbound voice solutions and minimum 2 years direct management experience in the BPO industry.
Able to build, lead, coach, develop & inspire a team to provide growth and effective relationships with key internal & external stakeholders.
Personal Qualities
You should have good character - respectful, open, honest, transparent and authentic, with integrity. Personable with a positive attitude and sense of humour.
Highly motivated, goal orientated, focused and driven.
Courage to make mistakes, learn from them and deal with issues head on.
Work Location
This role can be based at Five E-Com Centre Building Harbor Drive, Mall of Asia Complex, Pasay City.
