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Team Lead (Technical Account) - Cebu
₱35,000 - 40,000 per month
Managerial / Supervisory
With Business Certificates
Established in 2014
Cebu IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title: 2
Posted On: September 22, 2021
Job ID: 386363
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
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.