Team Lead - 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
TEAM LEAD
 
What is your mission?
Build, train, manage, and motivate a team of at least 15 Customer Service Representatives either out of TDCX's facilities or from home
 Monitor team performance and ensure the team members consistently meet its daily/weekly/monthly/periodic metrics and other relevant SLA goals;
Understand how to leverage the team to improve outcomes and to exceed goals;
Ensure that each team member is collaborative, supportive, and high-performing;
Communicate direction, provide regular performance feedback, and develop team members to ensure career growth;
Keep up with day-to-day management tasks as required by TDCX PH;
Share relevant operations trends and insights with TDCX PH management;
Provide structured feedback and recommendations for tool and process improvements on an ongoing basis;
Willingness to perform ground-level and/or front-liner tasks as deemed necessary; and,
Live and breathe the client organization and TDCX's core values and beliefs.
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
4 years of experience in BPO or similar environment
Minimum of 2 years on a lead/supervisory capacity
Experience with Google Suite of products and with MS Office
Fluent in English, both verbal and written; excellent communication skills
Excellent comprehension skills
Able to communicate effectively to a variety of audiences and able to give and to receive feedback daily; comfortable to facilitate presentations to a variety of audiences;
Experience in leading and in training a team of Agents
Experience in performance management and call monitoring
Proven success with building, leading, and motivating a team and demonstrated history of unwavering judgment
Tech-savvy and has basic understanding of computer and home networking terminology (operating systems, browsers, routers, modems, etc.)
Flexibility and adaptability - Ability to effectively navigate ambiguity and manage high volumes and the challenges that come with them
Ability to make well-reasoned judgements quickly and repeatedly
Genuine curiosity and strong desire to continuously grow and learn
Self-directed, but also great at collaborating; receptive to feedback
Practice relentless optimism and sees challenges as opportunities for growth. Leading by positive example will be essential!