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DESCRIPTION
- Responsible for the day-to-day management of the contact center 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 feedback provided to the team members on their performance is 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 idenitify 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.
- Support the self onboarding and integration of new joiners setting them up for success during their probation period.
- Monitoring the quality and integration of new tools and products.
- Lead monthly and quarterly business reviews with the support of the Operations Director.
- 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
- Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in any field.
- Preferably with 2 years of working experience in the related field is required for this position.
- Possesses strong time management skills and motivated to exceed expectations.
- Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs
- Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation)
- Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones
- Excellent verbal and written communication skills in English and profecient level of German.