Team Lead

6 days ago

Iloilo City, Western Visayas, Philippines dc-cfa3-412f-8f1c-b713bbae0267 Full time

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world's most forward-thinking brands, and explore what's possible when human expertise meets technology. Together, we'll enable the future — starting with yours.

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?

As a Team Lead, you are expected to build, train, manage, and motivate a team of Customer Service Representatives. You will also monitor and ensure that the team consistently meet its daily/weekly/monthly/periodic metrics and other relevant SLA goals.

You are also required to perform these job functions:

  • Understand how to leverage the team to improve outcomes and to exceed goals
  • Ensure that each team member is collaborative, supportive, and high-performing
  • Communicate direction, provide regular performance feedback, and develop team members to ensure career growth
  • Provide structured feedback and recommendations for tool and process improvements on an ongoing basis
  • Willingness to perform ground-level and/or front-liner tasks as deemed necessary

Who are we looking for?

  • Completed at least two (2) years in college
  • Minimum two (2)-year experience as a Team Lead in the BPO-setting for a customer service or a technical support account supporting international customers
  • Experience with Google Suite of products and with MS Office
  • Fluent in English, both verbal and written; excellent communication skills
  • Excellent comprehension skills
  • Able to communicate effectively to a variety of audiences and able to give and to receive feedback daily; comfortable to facilitate presentations to a variety of audiences
  • Experience in leading and in training a team
  • Experience in performance management and call monitoring
  • Tech-savvy and understands computer and home networking terminology (operating systems, browsers, routers, modems, etc.)
  • Ability to work a flexible schedule, including nights, weekends, & holidays

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