Contact Centre Team Lead - Flexible, Growth-Focused Leader

TDCX (SG) PTE. LTD.; Singapore; Híbrido; SGD 45.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Attractive remuneration

Comprehensive medical coverage

World-class workspaces

Learning and development plans

Flexible working arrangements

Mentorship by experts

Global company with awards

Descripción de la vacante

TDCX is looking for a capable team leader to guide a contact centre squad, coach members, monitor performance, and ensure service standards meet SLAs.

You will coordinate workloads, identify process improvements, report key metrics daily/weekly, and support service recovery actions with clients. Strong English communication and leadership skills are essential, along with at least a diploma or degree and 3 years of experience in a contact centre environment.

Formación

• Experience leading contact centre teams.
• Proven ability to coach for improved service standards.
• Strong monitoring of SLA-driven performance.

Responsabilidades

• Manages team members in day-to-day performance and provides leadership and coaching.
• Performs transaction monitoring to ensure service quality meets SLAs.
• Coordinates and distributes work, monitors workloads/backlogs and adjusts as needed.
• Identifies areas for improvement and implements new processes.

Conocimientos

Team leadership

Coaching

Quality monitoring

Operations management

Client service

English communication

Educación

Diploma or Bachelor's degree

Descripción del empleo

TDCX is looking for a capable team leader to guide a contact centre squad, coach members, monitor performance, and ensure service standards meet SLAs.

You will coordinate workloads, identify process improvements, report key metrics daily/weekly, and support service recovery actions with clients. Strong English communication and leadership skills are essential, along with at least a diploma or degree and 3 years of experience in a contact centre environment.