CallCenterNinja
Enable your future
At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.
. 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 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 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.
Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.
With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.