Customer Experience Director
hace 1 semana
About TDCX
TDCX is a leading global company in the BPO industry, renowned for its award-winning customer experience solutions.
Our team is dedicated to delivering exceptional results and exceeding client expectations. As an Operations Manager at TDCX, you will be responsible for overseeing key campaigns and driving operational excellence.
The Role
We are seeking a skilled Trilingual Operations Manager (English and Portuguese) to join our team in Connecta Bogotá. In this role, you will lead and manage day-to-day operations, ensuring all key performance indicators (KPIs) are met or exceeded.
Your Responsibilities
- Drive continuous improvement by analyzing operational data and implementing changes that enhance efficiency and customer satisfaction.
- Monitor and report on metrics such as Service Levels, Productivity, and Contact Rates to ensure the success of the campaign.
- Train and develop team members, ensuring they are equipped with the skills and knowledge to perform at their best.
- Foster a positive team culture, ensuring employee engagement and happiness through effective communication and strong relationships.
Requirements
To succeed in this role, you should have:
- Bachelor's degree (or equivalent) in any field
- 3-5 years of experience in BPO operations or customer service management
- Proven experience in managing KPIs, NPS, and other quality metrics
- Strong verbal and written communication skills in English, Portuguese, and Spanish
- Organizational and time management skills
- Leadership experience with a track record of developing high-performing teams
Benefits
We offer a competitive salary and performance-based bonuses, along with opportunities for career growth in a fast-paced and dynamic environment.
Compensation
The estimated annual salary for this role is $70,000, depending on your level of experience and qualifications.
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