Operation Manager BPO

TDCX; Bogotá ciudad; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive medical coverage

Flexible working arrangements

World-class workspaces

Mentorship by experts

Award-winning global company

Descripción de la vacante

TDCX is hiring in Bogotá to lead and optimize customer experience operations. You will manage metrics across SLAs, productivity, CSAT, Quality, and NPS, while guiding a team toward higher performance.

You’ll oversee recruitment, onboarding, and training, and collaborate with leadership to translate client goals into actionable targets. Ideal candidates have 5+ years in contact centers, strong English and local-language communication, and proven facilitation and cross-functional collaboration

Formación

• Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with 5 years of working experience in the related field.
• 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

Responsabilidades

• 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 set and improve metric-based goals; drive teams toward higher performance and quality expectations.
• Monitor costs and losses incurred by managing team’s contribution to the Customer Experience budget.
• Ensure employee happiness by working with Leads to create strong connections with the team and communicate goals clearly.
• Maintain responsibility for team structure, recruiting, onboarding and training with leadership and partners.
• Use learnings to identify opportunities and advocate for product improvements to support the team’s strategy.

Conocimientos

Communication skills

Time management

Facilitation skills

Customer experience knowledge

Contact center operations

Educación

Advanced/Higher/Graduate Diploma or equivalent

Descripción del empleo

#BeMore

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

Job Description - 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 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.
• 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.

Job Requirements Who are we looking for?

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with 5 years of working experience in the related field.
• 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