Real Time Analyst (MANILA)

Job Description

Job description

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or 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 locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
• Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
• Monitor costs and losses incurred by managing team's contribution to the greater Customer Experience budget.
• Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of our client into meaningful and clear goals.
• Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with outmost leadership, direct reports and other business partners.
• Use learnings from team members to identify opportunities and advocate for product improvements that support the team's strategy and the needs of the customer.
• Lead and/or participate in CX-specific and/or client company wide projects that may be assigned by leadership.
• 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.

• Minimum of 2 years in college, preferably a bachelor's degree
• 3 - 5 years in an operations managerial role
• Must be flexible with work schedule and willing to work onsite
• Strategic Thinking and Analytical Skills: Ability to look at each problem or data set from many different angles to find innovative and simple solutions
• Entrepreneurial Spirit: Ability to take what is available and build a fort with it; it's not a problem, it's a challenge
• Simplify: Able to see through complexity to find best path forward.
• Communication/Interpersonal Skills: Embrace the adventure with Client, Peers, and teams and use superior communication skills to cultivate professional relationships with Client. Use innovative channels of communication to keep up-to-date with day-to-day changes in expectations and goals that are relevant to their roles.