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Operations Manager


With business certificates
Established in 2014 | 1001-5000 employees
Cebu IT Park, Cebu City, Cebu
Total vacancies for this job title : 1
Posted on : October 06, 2020
Job ID : 364857


Do you love working with customers? Do you enjoy developing leading, inspiring, and motivating others to meet goals and metrics?
We are looking for an Operations Manager to join our growing family. Come home and start your #BeHappier journey with TDCX today!
Top reasons to work here:
  • Above-industry average salary
  • Group life insurance starting on Day 1
  • HMO benefits on Day 1 + one free dependent after 6 months
  • 15 Sick Leave credits with cash conversions
  • 15 Vacation Leave credits with carry over
  • Premium & Instagrammable workspaces
  • Free overflowing coffee and cookies
  • Learning courses to help you grow
  • Career development programs
  • Engagement activities like free food day, raffles, birthday treats, anniversary gifts, contests and much more!
What is your mission?
You are required to perform these job functions:
Metrics Accountability
  • Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
  • Work with direct reports to find learnings from real life situations to set and improve metricbased goals; consistently drive teams towards higher performance and quality expectations.
  • Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget.
Employee Happiness
  • Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of our client into meaningful and clear goals.
  • Keep a regular and open line of communication with Leads to support and influence as needed.
  • Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with CX leadership, direct reports and other business partners.
Strategy & Planning
  • Translate client company goals into clear and comprehensive directives for team. Support direct reports as they implement new directives.
  • Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.
  • Keep an active look out for risks, potential gains and issues to anticipate advancements and opportunities to advance the team’s goals.
Special Projects
  • Lead and/or participate in CX-specific and/or client company wide projects that may be assigned by leadership.
  • Seasonal or Special projects based on the needs of the team or the customer.
Who are we looking for?
  • Minimum of 2 years in college, preferably a bachelor’s degree
  • At least 3 years of experience as an operations manager in a BPO Setting is required for the position.
  • Must have experience in providing effective management to the team
  • Preferably Managers specializing in Customer Service
  • Candidate must be willing to be willing to work shifting schedules and full-time

Applications for this job are now closed.
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