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.

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 and the language of supporting market

Sales Team Lead

Key skills