Team Lead (for e-commerce Social Media Account)

#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

What is your mission?

• Lead and manage the performance of the team by monitoring all team members KPIs, producing individual development plans and coaching to meet or exceed the agreed standards.
• Conduct monthly performance reviews with individual team members. Provide coaching to continually improve the team and service to customers.
• Perform transaction monitoring either remotely and side by side to ensure that CSRs are practicing the recommended work processes to provide consistency of customer service and identify areas for improvement.
• Guide and coach closely new CSRs and administer their induction.
• Foster team discipline, communication, and morale to strengthen teamwork within the team and the contact center.
• Administer and monitor the team's schedule adherence (Leave, Attendance, Breaks) to achieve optimal staffing capacity.
• Ability to handle escalated cases or difficult situations.
• Work with clients and execute service recovery actions resulting from service shortfall.
• Constantly update the team on existing products, services, and operational procedures. Ensure that team members are fully briefed on new information within agreed time frame to effectively carry out their role.
• Perform daily standard operational requirements (such as floor management, logs in to clear queue, etc.) and ensure that key performance indicators are met.
• Resolve operational procedures with any concerned to close any service gaps.
• Collate and report the agreed statistics (in their respective job scope) on a daily, weekly, and monthly basis.
• Ability to multi-task or involve in ad-hoc projects.
• 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.
• Team Leaders and other points of contacts, work the same shifts as the supervised Agents.

Who are we looking for?

• Preferably candidates who have achieved either a college degree or an equivalent diploma.
• At least 2-years supervisory experience or as a team leader, in BPO or similar environment with excellent track record.
• At least 1 year of experience in e-commerce or marketplace platforms is a plus.
• Experience leading, coaching, and motivating others to meetgoals and metrics.
• Strong analytical, communication and good presentation skills
• Strong computer and software skills
• Strong Problem solving and decision-making abilities.
• Exceptional motivational and interpersonal skills.
• Effective decision maker and team player.
• Clear, concise communicator who can build collaborative and positive relationships.
• Possess strong analytical skills to identify cause of problems & recommend solutions.
• Collaborative work style; willing to coach and be coached by others.
• Able to work independently across a broad range of activities.
• Able to work rotating shifts, permanent/night shifts, public holidays, weekends, render overtime.
• Flexibility and adaptability, able to work well in a constant-changing environment.

Who is TDCX?

TDCX (NYSE: TDCX) provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.