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Team Lead (Technical Account) - Cebu

₱35,000 - 40,000 per month
Managerial / Supervisory
With Business Certificates
Established in 2014
1001-5000 Employees
Cebu IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title: 2
Posted On: September 22, 2021
Job ID: 386363

Details

Do you aspire 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:

  • Attractive remuneration, great perks, and performance incentives

  • Comprehensive medical, insurance, or social security coverage

  • Premium 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 with 25 years of experience and more than 270 industry awards

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 Company’s 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 program’s 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 Bachelor’s Degree

  • Minimum 2 years of experience as a Team Lead in customer service and technical field

  • At least 1 year technical experience

  • 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


Who is TDCX?

 

We serve some of the world’s best brands from our centers of excellence in Singapore, Malaysia, Thailand, the Philippines, Hong Kong, China, Japan, Spain, Colombia, Romania, and India. We specialize in perfecting our clients’ customer experience and elevating their sales.

 

We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.

Our company has won over 270 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.

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