Customer Service Team Lead — Coaching & Performance

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

Benefits offered by this job

Attractive remuneration

Medical insurance

Career growth opportunities

Mentoring from experts

Job summary

TDCX, a Singapore-headquartered global BPO leader, is seeking a Manager to lead a client service team in Singapore. You will coach the team, monitor performance against SLAs, and coordinate workload while driving process improvements.

Ideal candidates have at least 3 years in a related field, with team management experience and strong English communication. The role offers growth, mentoring, and a dynamic, award-winning environment.

Qualifications

• Diploma/Bachelor’s in Media or Marketing; advantage given to candidates with related degree.
• Minimum 3 years’ experience in a related field, with prior team management.
• Self-motivated, energetic, sales-driven with a positive attitude.
• Excellent verbal and written English communication skills.

Responsibilities

• Manages team in day-to-day performance, provides leadership and coaching.
• Monitors service quality to meet client SLAs and standards.
• Coordinates workload distribution and adjusts backlogs as needed.
• Identifies improvements and introduces new structures and processes.
• Fosters discipline, communication and team morale.
• Works with clients on service recovery actions for service shortfalls.
• Keeps team updated on products, services and procedures.
• Reports key statistics daily, weekly and monthly.
• Performs other duties as assigned by management.

Skills

Team leadership

Communication

Sales orientation

English proficiency

Education

Diploma/Bachelor in Media or Marketing

Job description

TDCX, a Singapore-headquartered global BPO leader, is seeking a Manager to lead a client service team in Singapore. You will coach the team, monitor performance against SLAs, and coordinate workload while driving process improvements.

Ideal candidates have at least 3 years in a related field, with team management experience and strong English communication. The role offers growth, mentoring, and a dynamic, award-winning environment.