Contact Center Performance Lead

TDCX; Singapore; On-site; SGD 70,000 - 110,000; Full time

Benefits offered by this job

Attractive remuneration

Medical coverage

World-class workspace

Learning and development

Flexible working

Job summary

TDCX Singapore is seeking an experienced Call Centre Quality Manager to lead day-to-day operations, drive KPI attainment, and deliver data-driven performance insights. You will partner with Customer Experience and Training to optimize service quality and coaching across teams.

Ideal candidates will have a strong background in contact centre management, project leadership, and English communications, with a passion for people development and process excellence.

Qualifications

• Lead and manage the contact centre to meet KPIs and service levels.
• Coach and mentor team members to improve performance and engagement.
• Ensure effective communication with stakeholders and accurate reporting.

Responsibilities

• Prepare and distribute daily, weekly, and monthly performance reports with recommendations to the Project Manager.
• Establish and improve work procedures aligning with company standards and strategic directives.
• Provide timely feedback and coaching to ensure KPI achievement and policy adherence.
• Collaborate with Customer Experience and Training to address issues and balance priorities by seasonality and client needs.
• Support team leadership in their absence and drive continuous improvement of Quality Management systems.

Skills

Leadership

Project management

Communication

Analytical skills

English proficiency

Education

Bachelor's degree

Advanced/Higher/Graduate Diploma

Job description

TDCX Singapore is seeking an experienced Call Centre Quality Manager to lead day-to-day operations, drive KPI attainment, and deliver data-driven performance insights. You will partner with Customer Experience and Training to optimize service quality and coaching across teams.

Ideal candidates will have a strong background in contact centre management, project leadership, and English communications, with a passion for people development and process excellence.