Team Manager

We are looking for Team Manager 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?

• Responsible for managing a team of Agents/Crewbies/Advisors and ensures that the individual members of the team are performing and/or exceeding against targets

• Provides daily direction and communication to the assigned team so that customer calls are answered in a timely, efficient and knowledgeable manner

• Sets Performance targets for the team and for each team member and measures the performance against expectations/targets

• Monitors and evaluates agent performance, provides best practices, learnings or coaching opportunities, and takes corrective action, if necessary

• Provides statistical and performance feedback and coaching on a regular basis to each team member

• Writes and administers performance reviews for skill improvement and for employee development

• Addresses disciplinary and/or performance problems following the company policy

• Responds to and resolves employee relations issues expressed by team members

• Creates and maintains a high-quality of work environment so team members are motivated to perform at their highest level

• Ensures that each member of the team upholds the Core Values of the Company and adheres to the Companys Policy and Code of Discipline

• Takes on Admin tasks, as needed, to support the needs of the team and the business (e.g. performance reports, payroll information, leave requests, rosters updating)

• Participates in discussions with Operations and Shared Services Groups and provides suggestions for process improvement

• Works with other team leaders and members of the management team to support and assist agents/crewbies/advisors and to help achieve the programs goals and targets

• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives

• Participates and supports company and program initiatives and engagement activities

• Undertakes Training and takes in calls, chats or emails as needed and/or required to further improve competencies, skills and knowledge and to better assist the team members

• 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 of 2 years in college, preferably a Bachelors Degree

• Minimum 2 years of experience as a Team Lead

• Proficiency with technology, especially computers, software applications, and phone systems

• Exceptional verbal and written communication skills

• Strong understanding of company products, policies, and services

• Ability to coach, train, and motivate employees and evaluate their performance

• Excellent problem solving, leadership, and customer service skills

• Strong Analytical Skills with in-depth knowledge of performance metrics

• Organizational and time-management skills