Key Responsibilities: Manage and utilize metrics to drive positive changes 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 metric-based 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. 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. Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with outmost leadership, direct reports and other business partners. 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. Navigating the team to ever change landscape of the business by communicating and managing change. 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. Requirements: Candidate must possess at least a Bachelor&aposs Degree in any field. Preferably 3-5 years of working experience in the related field is required for this position. Excellent understanding of contact center operations, preferably with hospitality industry experience, however candidates without hospitality experience are welcome to apply. Excellent verbal and written communication skills in English; proficiency in Mandarin will be a plus. Strong organizational and time management skills. Top Reasons to work with TDCX: Join a global company, winner of hundreds of industry awards. Attractive remuneration, great perks, and performance incentives. Comprehensive medical, insurance, or social security coverage. Engaging activities and recognition programs. Strong learning and development plans for your career growth. Positive culture for you to #BeMore at work. Show more Show less