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Operations Coordinator - São Paulo, Brasil - TDCX
Descrição
#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.
Top Reasons to work with TDCX
Attractive remuneration, great perks, and performance incentivesComprehensive medical, insurance, or social security coverageWorld-class workspacesEngaging activities and recognition programsStrong learning and development plans for your career growthPositive culture for you to #BeMore at workEasy to locate area with direct access to public transportFlexible working arrangementsBe coached and mentored by experts in your fieldJoin a global company, winner of hundreds of industry awards
What is your mission?
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 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 changing landscape of the business by communicating and manage 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.
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 - 5 years of working experience in the related field is required for this position.
Advanced English level.
Excellent understanding of contact center operationSound knowledge of customer satisfaction, Net Promoter Score and quality programsOrganizational and time management skillsEffective facilitation skills in client and staff meetingsExcellent verbal and written communication skills in English and the language of supporting market
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.
