Senior Team Lead (Manila)

TDCX, Inc.; Philippines; On-site; PHP 1,004,000 - 1,451,000; Full time

Benefits offered by this job

Attractive remuneration

Medical coverage

World-class workspaces

Recognition programs

Career development

Positive work culture

Public transport access

Flexible working

Coaching & mentoring

Global company awards

Job summary

TDCX Manila is hiring a Senior Team Lead to manage day-to-day contact centre operations and meet KPIs. You will generate and review performance reports, establish procedures, and coach staff to ensure service levels and policy adherence.

The ideal candidate has 2+ years of leadership experience, strong communication skills, and the ability to balance priorities with seasonal demands while collaborating with CX and Training teams. Flexible work arrangements are offered in a global BPO environment.

Qualifications

• Candidate must possess at least Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma or Professional Degree in any field.
• Preferable with 2 years of working experience in the related field.
• Experience leading, inspiring and motivating others to meet goals and metrics.
• Strong communication and interpersonal skills.
• Excellent verbal and written communication skills in English and the language of supporting market.

Responsibilities

• Responsible for the day to day management of the contact centre to ensure that KPIs are met.
• Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Ensure that the feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization's guidelines and policies.
• Collaborate with Customer Experience and Training team to identify the issues, drive the metrics and balance and prioritize the above based on seasonality and the needs of customers, team and client.
• Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions.
• Supervises the productivity of the Team Leads and provide updates whenever necessary.
• Any other duties and responsibilities that may be assigned to you by the management from time to time.

Skills

Team leadership

Project management

Communication

Decision making

Analytical skills

Education

Advanced/Higher/Graduate Diploma

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Job description

Senior Team Lead (MANILA)

Company : Tdcx Job Type : Full Time Philippines

Job Description - Senior Team Lead (MANILA)

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 and great perks
• Comprehensive medical, insurance, and 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-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Responsible for the day to day management of the contact centre to ensure that KPIs are met.
• Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Ensure that the feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization's guidelines and policies.
• Collaborate with Customer Experience and Training team to idenitify the issues , drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
• Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions.
• Supervises the productivity of the Team Leads and provide updates whenever necessary.
• 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 Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with 2 years of working experience in the related field is required for this position
• Experience leading, inspiring and motivating others to meet goals and metrics
• Possess project and resource management skills
• Strong communication and interpersonal skills
• Excellent decision making and analytical skills.
• Excellent verbal and written communication skills in English and the language of supporting market

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, 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 provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com .