Customer Service Team Leader

Join to apply for the Customer Service Team Leader role at TDCX At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world's most forward-thinking brands, and explore what's possible when human expertise meets technology. Together, we'll enable the future — starting with yours. Top reasons to work with TDCX 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 Join a global company, winner of hundreds of industry awards Responsibilities Responsible for the day to day management of the contact centre to ensure that KPIs are met. Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers. 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 is accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organisation's guidelines and policies. Collaborate with Customer Experience and Training team to identify the issues, drive the metrics and balance and prioritise the above based on seasonality and the needs of customers, team and client. Enhance the performance of team members by creating team connection, 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 organisation and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX. Qualifications Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field. Preferable with 2 years of working experience in the related field. 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 the supporting market. About TDCX Singapore‐headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e‐commerce, fintech, gaming, healthtech, media, technology and travel and hospitality. With a focus on helping companies enable the future, TDCX's smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit Seniority level Executive Employment type Full‐time Job function Consulting, Customer Service, and Management Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr