Operations Manager - iloiloบริษัท เทเลไดเร็ค เทเลคอมเมิร์ซ (ประเทศไทย) จํากัด

#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! 
 
Top reasons to work with TDCX
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 - ILOILO
 
What's your mission?
Primary Manager for a team of 5-7 team leaders that are each managing teams of 15 customer services representatives.
Responsible for performance management, discipline, and terminations. Create and foster a positive, collaborative environment where your team can learn and thrive.
Drive team to consistently deliver amazing customer experiences and right resolutions.
Conduct effective team meetings by facilitating learning, encouraging group participation and creating impact.
Coach team leaders to identify and address specific areas of focus to drive agent performance
Mentor and develop team leaders to become proficient within organizational structure and progress as future operational leaders.
Collaborate with our partners and cross functional teams to drive initiatives and improve our business.
Create, plan, and manage site wide initiatives to improve our employees and customers experience.
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?
At least two (2) years in college
6 years of experience in BPO or similar environment
Minimum of 2 years on a Managerial capacity
Proven mentorship skills, with demonstrated ability to listen, identify root cause, creatively problem-solve, and drive impact to individuals and team's performance.
Prior experience with hiring, handling terminations, and issuing disciplinary action.
Record of strong performance exceeding performance expectations through consistent and positive coaching and development practices.
Demonstrate a strong level of product knowledge and a commitment to quality and consistency.
Bachelor's degree preferred.
Selfless teammate who focuses on resolutions, not problems- Maintain flexibility to accommodate schedule changes based on business needs.
Ability to articulate complex issues in an easy to understand manner. Motivated to be a consistent, high performer by taking initiative to uncover areas of opportunity, identifying innovative ways to improve overall team performance, and maintaining a receptive and open mind to receive and incorporate feedback as appropriate.
Must be poised, with a demonstrated ability to navigate challenging customers, high volume and rapid change.
Strong oral/written communications skills.
Strong computer application skills.