Team Lead, Philippines – Contact Center Excellence

TDCX Group; Manila; Hybrid; PHP 614,000 - 1,116,000; Full time

Benefits offered by this job

Attractive remuneration

Comprehensive medical coverage

Social security coverage

World-class workspaces

Flexible working arrangements

Career development plans

Job summary

TDCX Group in the Philippines is seeking an experienced Operations Manager for its contact centre. You will oversee day-to-day activities, drive KPI performance, and coordinate with CX and Training teams to optimize outcomes for clients.

Ideal candidates have leadership experience, strong communication skills, and a proven track record in project/resource management within a contact centre environment. This role offers a clear path for career growth and professional development.

Qualifications

• Proven ability to lead and motivate teams to meet KPIs.
• Strong communication and analytical capabilities.
• Experience in project and resource management.
• Excellent written and spoken English; proficiency in the local market language.

Responsibilities

• Oversee day-to-day contact centre operations to ensure KPI targets are met.
• Develop and distribute performance and service reports on a daily/weekly/monthly basis.
• Establish procedures aligning with company standards and strategic directives.
• Provide coaching to team members to meet KPIs and policies.
• Collaborate with CX and Training teams to address issues and balance priorities.
• Enhance team performance through coaching sessions and team briefings.
• Assist and cover for Team Leader in their absence.
• Fulfill other duties to support QMS and organizational needs.

Skills

Strong communication

Interpersonal skills

People leadership

Project management

Resource management

Decision making

Analytical skills

English proficiency

Education

Advanced/Higher/Graduate Diploma

Bachelor’s Degree

Post Graduate Diploma

Professional Degree

Job description

TDCX Group in the Philippines is seeking an experienced Operations Manager for its contact centre. You will oversee day-to-day activities, drive KPI performance, and coordinate with CX and Training teams to optimize outcomes for clients.

Ideal candidates have leadership experience, strong communication skills, and a proven track record in project/resource management within a contact centre environment. This role offers a clear path for career growth and professional development.