Operations Manager
TDCX (PH) Inc
Do you aspire for a rewarding career that lets you do more and achieve more Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.
Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!
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 culture for you to #BeMore at work
- 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
- 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 the team's contribution to the greater Customer Experience budget.
- Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with outmost leadership, direct reports and other business partners.
- Translate client company goals into clear and comprehensive directives for team. Support direct reports as they implement new directives.
- Lead and/or participate in CX-specific and/or client company wide projects that may be assigned by leadership.
- 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 2 years; associate of diploma courses are accepted.
- Managerial Experience of at least 4 years, with the last 2 years in an Operations Manager role in a BPO.
- Experience in leading & managing operations around eCommerce or Retail Customer Service for at least 1 year.
- Minimum overall BPO experience for at least 6 years.
- Experience in managing operations and CS KPI (Service Level, CSAT, AHT).
- Willing to work onsite.
- Able to work rotating shifts, permanent/night shifts, public holidays, weekends, render overtime.
Vacancy posted 20 days ago
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