#BeMore
Do you aspire for a rewarding career that lets you do more and achieve more Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.
Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!
Top reasons to work with TDCX- Competitive 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 culture for you to #BeMore at work
- 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- To establish and measure performance metrics stipulated in Service Level Agreements, Key Performance Indicators, etc.
- To review established work procedures (workflow) with the aim to improve delivery of service to the customers
- To administer prompt feedback on operational issues for improvements
- Innovate, continue seeking ways to increase Customer Satisfaction or metrics relating to Customer Experience
- To supervise the teams, instill teamwork and good morale in the working environment
- Responsible for staff training on products and customer service
- Client management includes working with clients and execute service recovery actions resulting from service shortfall
- Plan strategically for unit's directions in next coming years
- Work with relevant departments/suppliers to meet business objectives
- Continuously liaising with staff across the operational and support teams with the aim to provide the highest standard of performance management
- Develop bridge-building programs with Training and Quality
- Track trends and make recommendations
- Work closely with the teams to achieve quantitative and qualitative targets specified by the client
- Attend and contribute to both external calibration sessions and internal ones as required
- Assures that department works towards a common goal with the center
- Attend to current and/or prospective clients during visits and facilitate presentations
- To review established work procedures (workflow) with the aim of improving Customer Experience
- Ability to multi-task or involve in ad-hoc projects
- 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.
Who are we looking for- Minimum Diploma or Degree holder
- At least 1-year experience in supporting a premium or international airline in a BPO setup
- At least 3-years operations management experience with excellent track record
- 5 years of experience in BPO or similar environment
- Experience leading, coaching, and motivating others to meet goals and metrics
- Can Speak Mandarin
- Excellent understanding of contact center operations
- Strong analytical, communication and good presentation skills
- Strong computer and software skills
- Strong Problem solving and decision-making abilities
- Exceptional motivational and interpersonal skills
- Effective decision maker and team player
- Strong leadership skills, business orientation and must be a thought leader
- Sound knowledge of customer satisfaction and quality programs
- Collaborative work style; willing to coach and be coached by others
- Able to work independently across a broad range of activities
- Strong client presence-speak comfortably with clients and provide ideas for improvement
- Relentlessly drive progress on numerous initiatives at the same time
- Able to work rotating shifts, permanent/night shifts, public holidays, weekends, render overtime
- Flexibility and adaptability, able to work well in a constant-changing environment
Who is TDCX
TDCX (NYSE: TDCX) provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.
TDCX helps clients, including many of the world's best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region's growth potential.
We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.
From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.
