Senior Team Lead – Manila: KPI-Driven Coaching & Growth

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

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.