Customer Service Team Leader (Government | Contact Centre | West)

TDCX Singapore; Singapore; On-site; SGD 45,000 - 73,000; Full time

Benefits offered by this job

Attractive remuneration

Comprehensive medical coverage

World-class workspaces

Learning and development plans

Flexible working arrangements

Mentoring by experts

Job summary

TDCX Singapore is seeking a capable Team Leader to manage daily operations within a contact centre environment. You will lead a team, coach members, monitor performance, and ensure service quality aligned with SLAs.

Strong communication in English and local language is essential. The role focuses on coordinating workloads, driving process improvements, and maintaining team morale while collaborating with clients and applying updated procedures.

Qualifications

• Diploma or Bachelor's degree in any field.
• At least 3 years of relevant contact centre experience.
• Proven experience in managing teams, monitoring performance, coaching, and providing feedback to improve service standards.
• Excellent verbal and written communication skills in English and the language of the supporting market.

Responsibilities

• Lead and coach the team in day-to-day performance of work.
• Monitor service quality and ensure adherence to SLAs.
• Coordinate workloads, distribute tasks, and adjust for backlogs.
• Identify areas for improvement and implement new structures and processes.
• Maintain team discipline, morale, and effective communication.
• Collaborate with clients and execute service recovery actions when needed.
• Keep the team updated on new information and procedures.

Skills

Team leadership

Coaching

Performance monitoring

Customer service

Communication

Education

Diploma or Bachelor's degree

Job description

Enable your future

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.

Top reasons to work here:

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or 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 locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Manages team members in the day-to-day performance of work, provides leadership and coaching.
• Performs transaction monitoring to ensure client's service quality is consistently achieved in accordance to service level standards set.
• Coordinates and distributes work, monitors workloads and backlogs and makes necessary adjustments.
• Identifies areas of improvement and to be able to introduce new structures andimproved processes as required.
• Foster team discipline, communication and morale to strengthen teamwork within the team.
• Work with clients and execute service recovery actions resulting from service shortfall.
• Constantly update and reinforce the team on existing products, services and operational procedures.
• Ensure that team members are fully briefed on new information within agreed time frame in order to effectively carry out their role.
• Collate and report the agreed statistics (in their respective job scope) on a daily, weekly and monthly basis.
• 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.

Who are we looking for?

• Candidate must possess at least a Diploma or Bachelor's Degree in any field.
• Preferablywith 3years of relevant experience in handling contact centre cases in a call centre or service industry environment.
• Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.
• Familiarity with government services and procedures is highly advantageous.
• Excellent problem-solving and decision-making skills, with the ability to handle escalated customer enquiries and complaints effectively.
• Strong leadership and interpersonal skills, with the ability to motivate and manage a team to achieve service excellence.
• Excellent verbal and written communication skills in English and the language of the supporting market.

Additional Information

• Working Location: Jurong (100% onsite in office)
• Working Hours: 8:30am to 6:00pm (Mondays to Fridays)
• Remuneration Package: Basic Salary + Monthly KPI Incentive
  

*Only shortlisted candidates will be notified