Operations Manager_Spontaneous Application

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!)