Job description Top Reasons to work with TDCX Attractive 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 Responsible for the day to day management of the contact centre to ensure that KPIs are met. Work closely with the teams to achieve Qualitative targets specified by the Client Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives. Ensure that the feedback provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization's guidelines and policies. Identify training needs and work with the training department to organize training/ online learning for the team members. Enhance the performance of team members through the use of call monitors, team briefings, and monthly coaching sessions. 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. Who are we looking for Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field. Preferable with 2 years of working experience in the related field is required for this position Experience leading, inspiring and motivating others to meet goals and metrics Possess project and resource management skills Strong communication and interpersonal skills Excellent decision making and analytical skills. Excellent verbal and written communication skills in English and the language of supporting market