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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities to enhance team performance and meet KPIs, while effectively managing resources and projects. Proficient in communication and analytical skills to ensure adherence to organizational guidelines and quality management standards.
Highest-signal resume keywords
Team LeadershipKPI ManagementProject ManagementCoaching and TrainingCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Resource ManagementPerformance AnalysisQuality Management SystemProcess ImprovementTraining Needs Assessment
Soft Skills
Interpersonal SkillsDecision MakingMotivational SkillsAnalytical Skills
Certifications & Qualifications
Bachelor's DegreeAdvanced Diploma
Industry Keywords
Contact Centre ManagementKPI AchievementClient RelationsTeam Performance Enhancement
About the role
Key responsibilities & impact- Responsible for the day to day management of the contact centre to ensure that KPIs are met.
- Work closely with the teams to achieve Qualitative targets specified by the Client.
- Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
- Ensure that the feedback provided to the team members on their performance are accurate, complete and timely.
- Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies.
- Identify training needs and work with the training department to organize training/ online learning for the team members.
- Enhance the performance of team members through the use of call monitors, team briefings, and monthly coaching sessions.
- 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.
Requirements
What you’ll need- Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
- Preferable with 2 years of working experience in the related field is required for this position.
- Experience leading, inspiring and motivating others to meet goals and metrics.
- Possess project and resource management skills.
- Strong communication and interpersonal skills.
- Excellent decision making and analytical skills.
- Excellent verbal and written communication skills in English.
Benefits
Comp & perks- Attractive remuneration and great perks
- Comprehensive medical, insurance, and social security coverage
- World-class workspaces
- Engaging activities and recognition programs
- Strong learning and development plans for your career growth
- Positive work culture that enables your future
- Easy-to-access location with direct public transport links
- Flexible working arrangements
- Coaching and mentoring from experts in your field