Night-Shift Team Manager, Contact Center Performance

TDCX Philippines; Cebu City; On-site; PHP 558,000 - 1,004,000; Full time

Job summary

TDCX Philippines is seeking a Team Manager for the AMR Operations to lead a team of Agents/Advisors. You will drive targets, coach performance, and ensure high-quality customer service for North American time zones (9pm–12noon PH time).

The ideal candidate has at least 4 years in BPO, 2+ years in a leadership role, and strong communication, coaching, and analytical skills to optimize team performance and customer satisfaction.

Qualifications

• Minimum 4 years in BPO or similar environment.
• Minimum 2 years as a Team Lead.
• Strong verbal and written communication skills in English.
• Willingness to work night shift to align with North American time zones.

Responsibilities

• Manage a team of Agents/Advisors and ensure individuals meet or exceed targets.
• Provide daily direction and communication to the team to ensure timely, knowledgeable customer calls.
• Set performance targets for the team and for each member; measure against expectations.

Skills

Team leadership

Verbal/written communication

Analytical skills

Coaching and training

Time management

Night shift readiness

Typing speed 35 wpm

Tech proficiency

Shift flexibility

Education

Bachelor’s degree preferred

Job description

TDCX Philippines is seeking a Team Manager for the AMR Operations to lead a team of Agents/Advisors. You will drive targets, coach performance, and ensure high-quality customer service for North American time zones (9pm–12noon PH time).

The ideal candidate has at least 4 years in BPO, 2+ years in a leadership role, and strong communication, coaching, and analytical skills to optimize team performance and customer satisfaction.