Junior Operations Analyst handling health plan registrations and billing at Boon, integrating data and ensuring compliance with operational metrics.
About the role
- Operations Manager overseeing metrics and team performance in customer experience for TDCX, a global BPO. Driving improvements in service level, satisfaction, and quality across customer interactions.
Responsibilities
- 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
Requirements
- Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field
- Preferable with 3 - 5 years of working experience in the related field is required for this position
- Excellent understanding of contact centre operation
- Sound knowledge of customer satisfaction, Net Promoter Score and quality programs
- Organizational and time management skills
- Effective facilitation skills in client and staff meetings
- Excellent verbal and written communication skills in English and the language of supporting market
Benefits
- Attractive remuneration and great perks
- Comprehensive medical, insurance, and social security coverage
- World-class workspaces
- Engaging activities and recognition programs
- Strong learning and development plans for your career growth
- Positive work culture that enables your future
- Easy-to-access location with direct public transport links
- Flexible working arrangements
- Coaching and mentoring from experts in your field
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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