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Operations Manager_Spontaneous Application

Date: 05-Sep-2021

Location: ES

Company: TDCX

#BeMore

Are you interested in being part of our pool of candidates and stay up to date with our latest job opportunities? Do you have experience managing teams in the BPO industry? Do you love utilizing metrics to drive your decisions and leading people and motivating them to be the best version of themselves? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

 

We will have a number of staggered start dates in 2021 for Operations Managers who are looking for a long-term career. Upload your CV now to start your #BeMore journey today and we will get in touch once a suitable role comes through.

Top Reasons to work with TDCX

  • 25 years of experience and more than 270 industry awards 
  • Work with international talents
  • Exposure to the world's most loved brands
  • Premium and Instagrammable workspaces
  • Career development programs. Yes! Opportunities to move sideways or to leadership positions will be there for those who overachieve expectations
  • A positive culture for you to #BeMore at work
  • Full payment of salary and benefits from day one, including training and onboarding time
  • Electable perks such as: Restaurant tickets, health insurance, and gym membership
  • Life Insurance
  • Strong and continuous learning is encouraged to help you grow
  • You will be working from our office in Poblenou which is within walking distance from the beach 
  • Fun engagement activities to get to know your colleagues
  • Free coffee and tea with fresh daily fruit
  • A sunny terrace with ping pong 
  • Health and wellness activities to stretch away the stress
  • 24 vacations days per year
  • Get in quickly thanks to our highly accessible central location. Onsite parking for bicycles included
  • Want to bike to work or eager to scoot out for a lunchtime run but still look fresh? Done. We have showers!
  • We also offer a modern working environment and free Spanish lessons to help you immerse into the Barcelona life

What is your mission?

Reporting to the Senior Operations Manager, as an Operations Manager, you are to ensure individual agents are performing against targets, reviewing their performance, coaching, and identifying training opportunities in them to do so. You will also get involved in the development of resource plans and provide operational leadership at the hotline. You will lead your team to meet the client's expectations for productivity, quality, continuous improvement, and goal accomplishments.

Your performance will also be measured on how well you:

  • Manage and utilize metrics to drive positive changes in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality and NPS
  • Consistently drive your team towards higher performance and quality expectation
  • Translate your client's goals into clear and comprehensive directives to your team
  • Effectively conduct weekly, monthly, and quarterly business reviews
  • Ensure outstanding Client Satisfaction through on-time hiring, effective training, metrics delivery and employee retention
  • Provide strong, dynamic leadership that mentors, develops, and shares best practices to efficiently and effectively drive performance and profitability
  • Ensure high employee engagement activities and people leadership
  • Overall responsibility for your team structure, recruiting, onboarding, training, and retention.
  • 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.

 

You will be put through a very dynamic 2-3 weeks onboarding and training plan on our TDCX Culture, shadowing sessions, and state-of-the-art CRM systems. (By the way, be ready to make some good friends during this time!)

Who are we looking for?

  • Effective written and oral fluency in English, including presentation skills
  • Experience in customer service, and supervisory or team leader role in a contact center/BPO
  • Strong analytical skills: able to generate quick reports in Excel to present to our clients and management team, and make decisions based on numbers
  • Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision
  • Ability to challenge team members and be challenged to achieve team goals
  • Ability to work effectively with clients and cross-functional teams
  • Enjoy working in a fast-paced environment and be able to balance multiple tasks at the same time

*Applicants must have a valid EU passport/Working Visa

Who is TDCX?

We serve some of the world’s 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 270 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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