Operations Team Lead

Jobtailor; Singapore; On-site; SGD 40,000 - 65,000; Full time

Job summary

TDCX in Singapore is seeking a capable contact centre supervisor to manage day-to-day operations, drive KPIs, and collaborate with teams to meet qualitative targets set by the client. You will establish procedures that support standards and strategic directives while ensuring timely feedback on performance.

You will coach and guide team members, identify training needs with the training department, and use call monitors and coaching sessions to raise the overall quality of service, while

Qualifications

• Leadership to motivate teams and achieve KPIs.
• Strong written and verbal English communication.
• Analytical thinking and problem solving for performance review.

Responsibilities

• Manage day-to-day contact centre operations to meet KPIs.
• Collaborate with teams to achieve client qualitative targets.
• Establish procedures and processes aligned with standards and directives.
• Provide timely and accurate performance feedback to team members.
• Coach and guide staff to meet KPIs and adhere to policies.
• Identify training needs and coordinate with training to deliver sessions.
• Enhance performance via call monitoring, briefings, and monthly coaching.
• Perform any other duties to support Quality Management System improvements.

Skills

Leadership

Coaching

Communication

Analytical thinking

Project management

Education

Advanced/Higher/Graduate Diploma or Bachelor’s Degree

Job description

Responsibilities

• Responsible for the day to day management of the contact centre to ensure that KPIs are met.
• Work closely with the teams to achieve Qualitative targets specified by the Client.
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Ensure that the feedback 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.
• Identify training needs and work with the training department to organize training/ online learning for the team members.
• Enhance the performance of team members through the use of call monitors, team briefings, and monthly coaching sessions.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

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.

Core Competencies

Demonstrates strong leadership and coaching abilities to enhance team performance and meet KPIs, while effectively managing resources and projects. Proficient in communication and analytical skills to ensure adherence to organizational guidelines and quality management standards.