Team Lead | Cebu

BeMore

Do you aspire for 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!

• Competitive 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

TEAM LEAD

• Responsible for managing a team of Agents/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 against the Account’s quality and/or monitoring standards while providing 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 all metrics/skills for each team member for performance improvement and employee development every month or as needed by the Account.
• Addresses disciplinary issues and/or performance challenges following the company and account policies
• Responds to and resolves employee relations issues expressed by team members
• Creates and maintains a high-quality of work environment at the same time establish team unity and camaraderie 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 Managers and members of the management team to support and assist Agents/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 all necessary training including new hire training and continuous education to be effective in taking in customer interactions and monitoring/evaluating calls.
• Regularly takes in calls or complete customer facing time to exercise and/or improve customer interaction skills and knowledge of the account’s processes which in turn is necessary for supporting our frontline staff.
• Other responsibilities as assigned by the Operations Manager
• 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
• 4 years experience in BPO or similar environment
• Minimum 2 years of experience as a Team Lead
• At least 1 year in sales program as a Team Lead in a BPO set-up
• Extensive customer service experience in a BPO setting or similar environment
• Sufficient experience in consultative selling/needs-based selling/upselling
• Technical experience is an advantage
• Knowledgeable of and exhibits great interest in the latest trends in consumer electronics
• 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
• 35wpm and 80% accuracy