Team Leader: Contact Center Performance & Coaching

TDCX Group; Hinoba-an; On-site; PHP 420,000 - 620,000; Full time

Benefits offered by this job

Remuneration package

Medical coverage

Flexible working arrangements

Learning & development plans

Public transport access

Global exposure and awards

Job summary

TDCX Group is a Singapore-headquartered global BPO leader seeking a Quality Manager in the Philippines. You will oversee day-to-day contact center operations, ensure KPI targets are met, and drive performance reporting with coaching for team members.

Lead process improvements, align with corporate standards, and collaborate with CX and Training to balance metrics with client needs. English proficiency and leadership are essential.

Qualifications

• Leads and motivates teams to meet KPIs.
• Develops and reviews performance and service reports.
• Drives process improvements and coaching for quality management.
• Strong communication and stakeholder collaboration skills.
• Experience in contact center or BPO environments preferred.

Responsibilities

• Manage day-to-day contact centre operations to meet KPIs.
• Develop, review and distribute daily/weekly/monthly performance reports.
• Establish procedures aligning with company standards and directives.
• Provide coaching to ensure team members meet KPIs and policies.
• Collaborate with CX and Training to identify issues and improve metrics.

Skills

Leadership experience

KPIs & metrics

English communication

Interpersonal skills

Analytical skills

Education

Bachelor’s degree or higher

Job description

TDCX Group is a Singapore-headquartered global BPO leader seeking a Quality Manager in the Philippines. You will oversee day-to-day contact center operations, ensure KPI targets are met, and drive performance reporting with coaching for team members.

Lead process improvements, align with corporate standards, and collaborate with CX and Training to balance metrics with client needs. English proficiency and leadership are essential.