Deskripsi Pekerjaan
Are you a dynamic leader looking to make a significant impact in the BPO industry? TDCX is seeking a high-performing Team Lead to join our elite team in Metro Manila. At TDCX, we partner with the world’s most loved brands to deliver exceptional customer experiences. We pride ourselves on cultivating a diverse, inclusive, and fast-paced environment where your leadership skills can truly shine.
As a Team Lead, you will be the driving force behind a team of passionate professionals. You won't just manage KPIs; you will mentor talent, foster a culture of excellence, and ensure our clients' brands are represented with perfection. If you are an empathetic communicator with a strategic mindset and a passion for people development, we want to hear from you.
Join us at TDCX, where we believe in belonging, growth, and celebrating our successes together. Start your journey today and help us redefine what customer experience excellence looks like.
Tanggung Jawab
- Lead, mentor, and motivate a team of customer service representatives to meet and exceed performance KPIs.
- Conduct regular performance reviews, coaching sessions, and feedback loops to foster professional development.
- Monitor team productivity, quality assurance scores, and attendance to ensure operational targets are achieved.
- Act as the primary point of contact for team escalations, ensuring timely and effective resolution.
- Analyze team performance data to identify trends, training gaps, and opportunities for process improvement.
- Facilitate team meetings and briefings to ensure alignment with company goals and client expectations.
- Foster a positive and collaborative team culture that aligns with TDCX’s core values of diversity and inclusion.
Kualifikasi
- At least 2 years of experience in a Supervisory or Team Lead role within the BPO/Call Center industry.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and emotional intelligence.
- Proven track record of hitting operational targets and managing high-performing teams.
- Proficiency in workforce management tools and MS Office Suite.
- Ability to thrive in a fast-paced, high-pressure environment.
- Bachelor’s degree or equivalent experience in a related field.
- Flexibility to work in shifting schedules, including weekends and holidays.