Team Manager

TDCX Philippines; Cebu City; On-site; PHP 558,000 - 1,004,000; Full time

Job summary

TDCX Philippines is seeking a Team Manager for the AMR Operations to lead a team of Agents/Advisors. You will drive targets, coach performance, and ensure high-quality customer service for North American time zones (9pm–12noon PH time).

The ideal candidate has at least 4 years in BPO, 2+ years in a leadership role, and strong communication, coaching, and analytical skills to optimize team performance and customer satisfaction.

Qualifications

• Minimum 4 years in BPO or similar environment.
• Minimum 2 years as a Team Lead.
• Strong verbal and written communication skills in English.
• Willingness to work night shift to align with North American time zones.

Responsibilities

• Manage a team of Agents/Advisors and ensure individuals meet or exceed targets.
• Provide daily direction and communication to the team to ensure timely, knowledgeable customer calls.
• Set performance targets for the team and for each member; measure against expectations.

Skills

Team leadership

Verbal/written communication

Analytical skills

Coaching and training

Time management

Night shift readiness

Typing speed 35 wpm

Tech proficiency

Shift flexibility

Education

Bachelor’s degree preferred

Job description

About us

TDCX's vision is to be the preferred partner to high growth organizations and high performing individuals. Focusing on high end, high touch, and complex contact center applications and bringing solid sales and customer service expertise servicing some of the world's most valuable brands in the travel, luxury, finance, IT, and telecommunication sectors. TDCX specializes in generating high sales growth, improving call center performance and profit generating customer service. They offer outsourced solutions as much as in-sourced, co-sourced or consulting to help drive improvements. TDCX's key objective is to meet or exceed set targets and grow.

About the role

The Team Manager is responsible for managing a team of Agents/Advisors within the Project Fruit AMR (Operations) department, reporting to the Operations Manager. The role focuses on ensuring team members perform and exceed against targets while maintaining high-quality customer service delivery.

Key responsibilities

• Manage a team of Agents/Advisors and ensure individual team members are performing and/or exceeding against targets
• Provide daily direction and communication to the assigned team so that customer calls are answered in a timely, efficient and knowledgeable manner
• Set performance targets for the team and each team member and measure performance against expectations/targets
• Monitor and evaluate agent performance against the Account's quality and/or monitoring standards while providing best practices, learnings or coaching opportunities, and take corrective action if necessary
• Provide statistical and performance feedback and coaching on a regular basis to each team member
• Write and administer performance reviews for all metrics/skills for each team member for performance improvement and employee development every month or as needed by the Account
• Address disciplinary issues and/or performance challenges following company and account policies
• Respond to and resolve employee relations issues expressed by team members
• Create and maintain a high-quality work environment while establishing team unity and camaraderie so team members are motivated to perform at their highest level
• Ensure that each member of the team upholds the Core Values of the Company and adheres to the Company's Policy and Code of Discipline

About you

• Minimum of 2 years in college, preferably a bachelor's degree
• 4 years experience in BPO or similar environment
• Minimum 2 years of experience as a Team Lead
• Language Competency at C1 CEFR Level
• Proficiency with technology, especially computers, software applications, and phone systems
• Minimum of 1 year of technical support experience
• Exceptional verbal and written communication skills
• Strong understanding of company products, policies, and services
• Ability to coach, train, and motivate employees and evaluate their performance
• Excellent problem solving, leadership, and customer service skills
• Strong Analytical Skills with in-depth knowledge of performance metrics
• Organizational and time management skills
• Must be able, fit and willing to work at night following North American shift/time zone (9pm to 12noon PH Time)
• Typing Speed Requirement 35wpm and 80% accuracy