TDCX

Manager

• To support, manage and implementation of practices to ensure quality and processes adhere to standards and internal quality audits.
• Leading, mentoring and developing team members to promote quality awareness, implement quality programs and initiatives towards Customer Experience Excellence.
• Perform quality spot checks of service tickets, phone calls, and other customer interactions to ensure that all applicable standards are met or exceeded.
• Compile and analyses data (customer scorecards, on time delivery, and other performance metrics) on a regular basis to find and report on trends that indicate existing and emerging service gaps.
• Analyze workflow issues and call audits and advise management of trends and recommend resolutions to improve call quality or integrity
• Review, investigate and resolve inquiries regarding member services’ issues for internal and external customers
• 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.

Quality Manager II

Customer Support

• Responds and addresses customers' problems in a timely manner utilizing our support system
• Supports customer in a high quality, engaging, and empathetic 1:1 discussion
• Troubleshoot technical issues if required
• Utilizes proprietary and external tools and resources to identify and resolve customers' inquiries
• Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Understands the technical back end and operations of our project
• Improves and expands technical knowledge and familiarity with technical issues to better assist customer
• 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.

Player Support Specialist

Project Manager

• Project Delivery and execution for global D365 Finance and SCM implementation, upgrades and rollout
• Conduct executive level status reporting, highlighting milestones, risks, issues and dependencies
• Manage project budget forecasting, cost control and license allocation
• Manage project timeline, scope definitions and mapping out RACI
• Serves as a the primary liaison between cross functional teams and external implementation vendors
• Facilitate SIT and UAT during the implementation
• Drive user adoption, training and roadmap to ensure seamless business transitions during ERP rollout

Global Finance Project Manager

• Responsible for the day to day management of the contact centre to ensure that KPIs are met
• Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives
• Ensure that the feedbacks 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
• Collaborate with Customer Experience and Training team to identify the issues, drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client
• Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions
• Assist and manage the team in the absence of the Team Leader
• 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.

Team Manager

• Responsible for the day to day management of the contact centre to ensure that KPIs are met.
• Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Ensure that the feedbacks 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.
• Collaborate with Customer Experience and Training team to identify the issues, drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
• Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions.
• Assist and manage the team in the absence of the Team Leader.
• 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.

• Provide excellent support experience to customers via all relevant communication channels.
• Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.
• Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards.
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience.
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
• Build sustainable relationships and engage customers by taking the extra mile
• 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.

Customer Service Representative

Inside Sales

• Close incoming sales opportunities, selling the benefits of the products to ensure that short term goals, objects and quotas are met.
• Assist customers with order placement, providing product information and advice related to products and services that best suit the customers’ needs.
• Ensure that products, services and solutions recommended to clients will fulfill their needs.
• Offer a high level of service meeting our department key metrics for Sales, Quality and Productivity.
• Ability to overachieve on daily and monthly targets.
• Recognize, document and escalate customer issues or trends following appropriate communication and escalation channels where required.
• Maintains product knowledge by attending training workshops and keeping up to date on product material.
• 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.

Inside Sales Specialist, BDR, SG Market

Senior Inside Sales Specialist

Account Executive

• To serve as the account manager and first point of contact to business owners, introducing them to exciting opportunities for increasing their business visibility through online marketing
• Manage business inquiries by via phone, e-mail and/or live chat
• Provide outstanding service and support to client's advertisers, publishers and users
• Provide strategic advice and help solve issues by working closely in a consultative role with your client portfolio
• Implement creative ways to improve client relationships and promote other products
• Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• 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.

Business Development Sales Executive, SEA Market

• Manage facilities staff by assisting to recruit and to train and coach employees, communicating job expectations and appraising their performance
• Appraise and recommend companies who can provide services for hygiene, cleaning, security, landscaping and other services where necessary
• Assist in the co-ordination, renovation and refurbishment of existing and new office sites
• Continuously review present utilization and facilities-related expenditure and recommend ways to make our operations more streamlined and cost-effective
• Create a budget for various facility needs and expenses
• Ensure compliance with all safety and security protocols and audits
• 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.

Assistant Facilities Management Manager

Business Analyst

• Provide business insight through metrics, reporting, and variance analysis coming from in-depth analysis
• Prepares, develops and analyses daily, weekly, monthly reports and presentations on Key Performance Indicators and other key statistical data in a call center inbound/customer service programs
• Perform market analysis in supporting business decision making
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
• Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems
• Analyze and present relevant data in easy to understand format/dashboards or file automation to aid timely decision making, provide insightful discoveries and recommendations and optimize processes
• Detail oriented, independent, proactive and able to work under pressure to meet deadlines
• 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

Financial Planning and Analysis

• Subject matter experts to conduct discovery workshops, business requirement study and review, mapping TO-BE Process and gap analysis.
• Implementing and configuring Dynamics 365 suite and auxiliary system within Finance digital landscape to ensure successful completion of global roll out.
• Conduct SIT and UAT during the implementation.
• Provide on-going support, conduct root cause analysis and manage application issues
• Conduct training and roadmap to ensure users maximize system functionality and adoption.
• Identify opportunities for improvement and innovation within Finance.
• Ensure system security, compliance and proper access management.
• 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.

Senior Digital Finance Functional Expert

Sales

• Perform outbound calls to promote or to update consumers on promotions, marketing activities that includes club membership
• Meet the Key Performance Indicators (KPIs) set forth by the Company
• Attend and to meet all the key responsibilities within the required turnaround time set forth by the Company
• Capture and update the right information provided and obtained from consumers onto the system always
• Handle general or nutrition enquiries, feedbacks and provide resolutions to consumers over the phone, via social media, emails and live chat
• Perform general enquiries upstream, selling process and after-sale service with customers throughout the different media channels such as telephone, email, website, web chat, social media
• 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

Consumer Sales Associate

Learning and Development

• Conduct orientation sessions as well as plan and deliver the full training program (including product, soft skills and on-the-job training) for new hires
• Develop new training programs / manuals, multimedia visual aids, and other educational materials
• Have prompt and regular follow-ups on training programs delivered to evaluate training effectiveness
• Evaluate the effectiveness of existing training programs and provide recommendations for improvement
• Conduct Training Needs Analysis and develop programs to improve existing staff performance
• Drive / co-drive service quality initiatives for continuous service standards improvement
• 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

Trainer, Learning & Development

Security Engineer

• Monitor, maintain, and manage servers and infrastructure services, such as Anti-virus systems, Databases, Active Directory, Exchange Mail, File services, firewalls, etc.
• Develop and implement housekeeping routines, monitoring system and infrastructure service logs
• Ensure that back-up operations are executed and completed, ensuring the integrity of back-up operations periodically in order to restore from back-up as required
• Provide technical support for the end users needs, such as personal computers (PCs), laptops, network printer, and emails
• Conduct root cause analysis of incidents and provide permanent resolution to these incidents
• Handle privilege access, system configuration compliance, and vulnerability management collaboration.
• 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.

Quality Manager II

Player Support Specialist

Global Finance Project Manager

Team Manager

Team Manager

Customer Service Representative

Inside Sales Specialist, BDR, SG Market

Senior Inside Sales Specialist

Business Development Sales Executive, SEA Market

Assistant Facilities Management Manager

Business Analyst

Senior Digital Finance Functional Expert

Consumer Sales Associate

Trainer, Learning & Development

Network & Security Expert