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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 while managing day-to-day operations of the contact centre. Proficient in project and resource management, with a focus on achieving KPIs and maintaining high customer service standards.
Highest-signal resume keywords
Team LeadershipProject ManagementPerformance AnalysisCoaching and MentoringCommunication 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
KPI ManagementPerformance ReportingResource ManagementOperational ProceduresQuality Management System
Soft Skills
Interpersonal SkillsDecision-MakingAnalytical SkillsMotivational SkillsCollaboration
Certifications & Qualifications
Bachelor's DegreeAdvanced Diploma
Industry Keywords
Contact Centre OperationsCustomer ServiceTeam PerformanceService LevelsContinual Improvement
About the role
Key responsibilities & impact- Manage the day-to-day operations of the contact centre to ensure KPIs are met
- Develop, review, and distribute daily, weekly, and monthly performance and service reports
- Make recommendations to the Project Manager to maintain agreed customer service levels
- Establish work procedures and processes supporting company and departmental standards, procedures, and strategic directives
- Ensure team-member performance feedback is accurate, complete, and timely
- Provide coaching and guidance so team members meet KPIs and follow organizational guidelines and policies
- Collaborate with Customer Experience and Training teams to identify issues and drive metrics
- Balance and prioritize operational needs based on seasonality and the needs of customers, team, and client
- Enhance team-member performance through team connection, team briefings, and monthly coaching sessions
- Assist and manage the team in the absence of the Team Leader
- Perform other duties assigned by management within the employment category and support continual improvement of TDCX’s Quality Management System
Requirements
What you’ll need- Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field
- Preferably 2 years of working experience in the related field
- Experience leading, inspiring, and motivating others to meet goals and metrics
- Project and resource management skills
- Strong communication and interpersonal skills
- Excellent decision-making and analytical skills
- Excellent verbal and written communication skills in English and the language of the supporting market
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
- Join a global company, winner of hundreds of industry awards