Customer Service Team Lead: Coach, Optimize, Deliver

TDCX Group; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Attractive remuneration

Medical & social security

World-class workspaces

Learning & development

Global awards

Job summary

TDCX is a Singapore-headquartered global BPO company delivering CX, sales and digital marketing services. We are seeking a Manager-level candidate to lead a team, monitor service levels, and continuously improve processes while coaching staff and ensuring high-quality client outcomes.

The role emphasizes team leadership, performance oversight, and effective communication across English-speaking markets. Strong background in media/marketing-related fields is desirable.

Qualifications

• Diploma, Bachelor’s or professional degree in Media/Marketing or related field.
• Preferably 3 years of experience in the related field.
• Experience in managing a team.
• Highly self-motivated, energetic and sales driven with a positive attitude.
• Excellent verbal and written communication in English and local market language.

Responsibilities

• Manages team members in day-to-day performance, provides leadership and coaching.
• Performs transaction monitoring to ensure service quality against SLAs.
• Coordinates and distributes work, monitors workloads and backlogs; adjusts as needed.
• Identifies areas for improvement and introduces new structures and processes.
• Fosters team discipline, communication and morale to strengthen teamwork.
• Collaborates with clients and executes service recovery actions for shortfalls.
• Keeps the team updated on products, services and procedures.
• Ensures team is briefed on new information within agreed time frames.

Skills

Team management

Leadership

English comms

Sales oriented

Problem solving

Education

Diploma

Bachelor's degree

Professional degree (Media/Marketing)

Job description

TDCX is a Singapore-headquartered global BPO company delivering CX, sales and digital marketing services. We are seeking a Manager-level candidate to lead a team, monitor service levels, and continuously improve processes while coaching staff and ensuring high-quality client outcomes.

The role emphasizes team leadership, performance oversight, and effective communication across English-speaking markets. Strong background in media/marketing-related fields is desirable.