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.

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.

Team Manager

Key skills