Customer Service Team Lead

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.

• 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

• Responsible for the day to day management of the contact centre to ensure service levels and KPIs are met.

• Lead, coach, mentor customer service representatives

• Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Program 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 organization's guidelines and policies.

• Collaborate with cross-functional teams to improve customer experience

• Ability to run root-cause analysis to identify issues and possible solutions, drive metrics and be able to balance and prioritize 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 organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• Candidate must possess at least a Advanced Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in any field.
• Preferable with 4 years of customer service experience, including 1 year in a leadership or supervisory role. 
• Possesses strong time management skills and motivated to exceed expectations.
• Proficient in CRM systems and Microsoft Office of Google Workspace applications
• Experience leading, inspiring, coaching and motivating others to meet goals and metrics
• Excellent problem-solving, decision-making and strong analytical and reporting skills
• Able to work on shift, early morning, midnight hours/weekends and public holiday
• Ability to manage multiple priorities in a fast-paced environment
• Excellent verbal and written communication skills in English and Mandarin.

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 www.tdcx.com.