Customer Service Team Lead-English speaker Malaysia

2 months ago

Charlotte, United States TDCX Inc. Full time

**Job position**

**Customer Service Team Lead-English speaker**

We are looking for awesome additions to our growing workforce. Be home, belong, and start your #BeHappier journey with TDCX today

**Top Reasons to work with TDCX**

Attractive Remuneration

Comprehensive Medical Care and Insurance Coverage

Premium and Instagrammable Workspaces

Engagement and Recognition Programs

Strong Learning and Development plans for your growth and career acceleration

Easy to locate area with direct access to public transport

Positive culture for you to #BeHappier at work

Enjoy flexible working arrangements

Be coached and mentored by experts in your field

Join a global company with 25 years of experience and more than 200 industry awards

Responsible for the day to day management of the contact centre to ensure that KPIs are met.

Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers

Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.

Ensure that the feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organizations guidelines and policies.

Collaborate with Customer Experience and Training team to idenitify the issues , drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client.

Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions.

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.

Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.

Preferable with 2 years of working experience in the related field is required for this position

Experience leading, inspiring and motivating others to meet goals and metrics

Possess project and resource management skills

Strong communication and interpersonal skills

Excellent decision making and analytical skills.

Excellent verbal and written communication skills in English and the language of supporting market

We serve some of the worlds best brands from our centers of excellence in Singapore, Malaysia, Thailand, Philippines, Hong Kong, China, Japan, India, Romania, Spain and Colombia. We specialize in perfecting our client's customer experience and elevating their sales.We are guided by a talent philosophy selecting and employing the best professionals to make the outsourcing industry better for our people and our clients.Our company has won over 200 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.

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