Manager, Customer Service
2 weeks ago
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.Top Reasons to work with TDCX Attractive remuneration, great perks, and performance incentives Comprehensive medical, insurance, or social security coverage World-class workspaces Engaging activities and recognition programs Strong learning and development plans for your career growth Positive work culture that enables your future Easy to locate area with direct access to public transport Flexible working arrangements Be coached and mentored by experts in your field Join a global company, winner of hundreds of industry awards What is your mission? You'll help us deliver excellent service to our partner brands by performing these tasks: Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate. Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations. Monitor costs and losses incurred by managing team's contribution to the greater Customer Experience budget. Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of our client into meaningful and clear goals. Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with outmost leadership, direct reports and other business partners. Use learnings from team members to identify opportunities and advocate for product improvements that support the team's strategy and the needs of the customer. Navigating the team to ever changing landscape of the business by comminicating and manage change. 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. Who are we looking for? Candidate must possess at least a Bachelor's Degree or Professional Degree in any field. Minimum 5 years of working experience in the related field in managing 15 seats and above is required for this position Excellent understanding of contact centre operation Sound knowledge of customer satisfaction, Net Promoter Score and quality programs Organizational and time management skills Effective facilitation skills in client and staff meetings Excellent verbal and written communication skills in English and the language of supporting market Who is TDCX? Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.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 delivers robust coverage across Asia, Europe, and the U.S.Visit for more info.
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