Senior Manager/ Manager, Call Centre [East | Office Hours]

TDCX Singapore; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading global customer experience provider in Singapore is seeking an experienced manager to oversee a contact centre team. The ideal candidate must have at least 5 years of managerial experience in the contact centre industry and a solid understanding of customer satisfaction metrics. Responsibilities include managing team performance, ensuring employee satisfaction, and driving improvements in service delivery. This role offers attractive remuneration and great perks in a positive work culture.

Benefits

Attractive remuneration

Comprehensive medical coverage

Flexible working arrangements

Strong learning and development plans

Qualifications

• Minimum 5 years of managerial experience in the Contact Centre Industry managing 30 seats and above.
• Sound knowledge of customer satisfaction, Net Promoter Score and quality programs.

Responsibilities

• Manage and utilize metrics to drive positive change.
• Ensure employee happiness by creating strong team connections.
• Maintain responsibility for team structure, recruiting, onboarding and training.
• Identify opportunities and advocate for product improvements.

Skills

Excellent understanding of contact centre operation

Organizational and time management skills

Effective facilitation skills in client and staff meetings

Excellent verbal and written communication skills

Education

Bachelor's Degree or higher

Job description

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work here

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
• Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
• Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget.
• Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of our client into meaningful and clear goals.
• Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with outmost leadership, direct reports and other business partners.
• Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.
• Navigating the team to ever changing landscape of the business by communicating and manage change.
• 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 company.

Who are we looking for?

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Minimum 5 years of managerial experience in the Contact Centre Industry managing 30 seats and above.
• Excellent understanding of contact centre operation.
• Sound knowledge of customer satisfaction, Net Promoter Score and quality programs.
• Organizational and time management skills.
• Effective facilitation skills in client and staff meetings.
• Excellent verbal and written communication skills in English and the language of supporting market.