[ref. j09403116] Operations Manager | CEBU | New Hire Performance Bonus available!

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

OPERATIONS MANAGER

• 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 the team's contribution to the greater Customer Experience budget.
• Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with CX leadership, direct reports and other business partners.
• Keep an active look out for risks, potential gains and issues to anticipate advancements and opportunities to advance the team’s goals.
• 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.

• At least two (2) years in college
• 8 years of BPO experience with at least 3 years in a managerial capacity
• Inspiring Teams: Champion client’s Mission to help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment.
• 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 the 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 teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles.