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TDCX

Team Lead

TDCX

With business certificates
Established in 2014 | 1001-5000 employees
Cebu IT Park, Cebu City, Cebu
Total vacancies for this job title : 1
Posted on : October 07, 2020
Job ID : 364855

Details

Do you love working with customers? Do you enjoy leading, inspiring, and motivating others to meet goals and metrics?
 
We are looking for a Team Lead to join our growing family. Come home and start your #BeHappier journey with TDCX today!
 
Top reasons to work here:
  • Above-industry average salary
  • Group life insurance starting on Day 1
  • HMO benefits on Day 1 + one free dependent after 6 months
  • 15 Sick Leave credits with cash conversions
  • 15 Vacation Leave credits with carry over
  • Premium & Instagrammable workspaces
  • Free overflowing coffee and cookies
  • Learning courses to help you grow
  • Career development programs
  • Engagement activities like free food day, raffles, birthday treats, anniversary gifts, contests and much more!
 
What is your mission?
 
As a Team Lead,  you will be expected to provide guidance and helpful feedback to your team members, be able to deal efficiently with various personalities, be flexible, goal-oriented, and stay driven, while making sure to provide an exemplary and #happier experience for you and your whole team.
 
You are also required to perform these job functions:
  • Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.
  • Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.
  • Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed.
  • Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
  • Understand the top user issues and make recommendations to improve client products and policies; support team in being the voice of the customer to the rest of the company.
  • Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues.
  • Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals.
  • Able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
  • Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.
Who are we looking for?
  • At least 2 - 5 year(s) of working experience as a Team Lead
  • Minimum of 2 years in college, preferably a bachelor’s degree
  • Excellent verbal communication skills in English language is essential.
  • Experience in working with customers, preferably in a leadership role.
  • Experience leading, inspiring and motivating others to meet goals and metrics.
  • Strong Analytical skills; Able to tell a story with data and metrics (experience in handling CSAT/NPS/VOC/other related metrics)
  • Works well in ambiguity and embraces the adventure!


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