Sales Team Lead | KPI & Coaching Champion

TDCX, Inc.; Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Remuneration & perks

Medical, insurance & social security

World-class workspaces

Flexible working arrangements

Career development programs

Job summary

TDCX, Inc. is seeking a Quality Manager to oversee daily contact centre operations in Singapore, ensuring KPIs are met and service quality is elevated across client programs.

The role requires strong leadership, coaching capabilities, and excellent English communication to guide teams and drive customer outcomes. Responsibilities include establishing procedures, providing timely feedback, identifying training needs, and collaborating with the training department.

Qualifications

• Bachelor's degree or higher in any field.
• At least 2 years' experience in a related field.
• Proven ability to lead and motivate teams to achieve goals.
• Strong communication and interpersonal skills.
• Excellent English verbal and written skills.

Responsibilities

• Manage day-to-day contact centre operations to meet KPIs.
• Collaborate with client teams to achieve qualitative targets.
• Establish procedures and standards to support company directives.
• Provide timely feedback and coaching to enhance performance.
• Identify training needs and coordinate with training for development.
• Improve performance via call monitoring and coaching sessions.
• Support ongoing compliance with the Quality Management System.

Skills

Leadership

Coaching

Communication

Interpersonal skills

Decision making

Analytical skills

English proficiency

Education

Bachelor's degree or higher

Job description

TDCX, Inc. is seeking a Quality Manager to oversee daily contact centre operations in Singapore, ensuring KPIs are met and service quality is elevated across client programs.

The role requires strong leadership, coaching capabilities, and excellent English communication to guide teams and drive customer outcomes. Responsibilities include establishing procedures, providing timely feedback, identifying training needs, and collaborating with the training department.