Team Lead

Jobtailor; Manila; On-site; PHP 420,000 - 620,000; Full time

Job summary

Jobtailor is seeking a capable Contact Centre Manager to oversee day-to-day operations, ensuring KPIs are consistently met and coaching the team to peak performance.

You will develop and distribute daily, weekly and monthly performance reports, collaborate with Customer Experience and Training teams, and drive continuous improvement of the Quality Management System.

Qualifications

• Bachelor's Degree or Advanced Diploma in any field.
• 2+ years leading teams and driving metrics.
• Strong English and local market language; excellent communication.

Responsibilities

• Manage the contact centre day to day to ensure KPIs are met.
• Develop, review and distribute daily, weekly and monthly performance and service reports.
• Make recommendations to the Project Manager to maintain agreed customer service levels.
• Establish work procedures and processes supporting company standards.
• Provide accurate, complete and timely performance feedback to team members.
• Coach and guide team members to meet KPIs and policies.
• Collaborate with Customer Experience and Training teams to identify issues and drive metrics.
• Balance and prioritize needs based on seasonality and requirements.
• Enhance team-member performance through coaching sessions.
• Assist and manage the team in the absence of the Team Leader.
• Contribute to continual improvement of TDCX's Quality Management System.

Skills

KPI Management

Team Leadership

Project Management

Performance Reporting

Analytical Skills

Education

Bachelor's Degree

Advanced Diploma

Job description

• Manage the contact centre day to day to ensure KPIs are met
• Develop, review and distribute daily, weekly and monthly performance and service reports
• Make recommendations to the Project Manager to maintain agreed customer service levels
• Establish work procedures and processes supporting company and departmental standards and strategic directives
• Provide accurate, complete and timely performance feedback to team members
• Coach and guide team members to meet KPIs and follow organizational guidelines and policies
• Collaborate with Customer Experience and Training teams to identify issues and drive metrics
• Balance and prioritize needs based on seasonality and customer, team, and client requirements
• Enhance team-member performance through team connections, briefings, and monthly coaching sessions
• Assist and manage the team in the absence of the Team Leader
• Perform other duties assigned by management within the employment category and support continual improvement of TDCX's Quality Management System

Requirements

• 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

Core Competencies

Demonstrates strong leadership and coaching abilities to enhance team performance while managing contact center operations to meet KPIs. Proficient in project and resource management, with excellent communication skills in English and the local market language.

Highest-signal resume keywords

• KPI Management
• Team Leadership
• Project Management
• Performance Reporting
• Analytical Skills

ATS Optimization Keywords

Hard Skills

• Performance Reporting
• Project Management
• Resource Management
• KPI Analysis
• Quality Management System

Soft Skills

• Coaching
• Interpersonal Skills
• Decision Making
• Communication Skills

Certifications & Qualifications

• Bachelor's Degree
• Advanced Diploma

Industry Keywords

• Contact Centre Management
• Customer Service
• Team Performance
• Service Levels
• Organizational Guidelines