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Customer Service Team Lead

2 weeks ago

Thailand TDCX Full time

#BeMore
Do you aspire to have a rewarding career where you can thrive, grow, and achieve your career aspirations? Unlock your full potential at work with TDCX, a leading global BPO company.
Work with the world’s most loved brands and connect with inspiring, diverse people. Join our team and begin your journey to #BeMore Top reasons to work with TDCX
Attractive remuneration and great perks
Comprehensive medical, insurance, and 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-access location with direct public transport links
Flexible working arrangements
Coaching and mentoring from experts in your field
Join a global company, winner of hundreds of industry awards
What is your mission?
Responsible for the day to day management of the contact centre to ensure that KPIs are met.
Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
Ensure that the feedbacks 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.
Collaborate with Customer Experience and Training team to idenitify the issues, drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
Enhance the performance of team members by creating team connection, 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.
Who are we looking for?
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 and the language of supporting market
About TDCX
Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.