Team Lead, Customer Experience & Performance Coaching

TDCX Group; Singapore; On-site; SGD 60,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Social security coverage

World-class workspace

Learning & development plans

Flexible working arrangements

Job summary

TDCX is seeking an experienced Manager to lead our contact centre operations in Singapore. You will drive KPI performance, develop regular reports, and set clear processes aligned with company standards.

Your leadership will coach and guide the team to meet targets while balancing client needs and seasonality. Ideal candidates will have a Bachelor's degree and 2+ years in a similar role, with strong English and interpersonal skills.

Qualifications

• Bachelor's degree in any field.
• 2 years of relevant experience preferred.
• Strong communication and interpersonal skills.
• Proven leadership and metrics-driven mindset.

Responsibilities

• Manage day-to-day contact centre operations to meet KPIs.
• Develop and distribute performance reports and advise Project Manager.
• Establish procedures that support standards and directives.
• Provide coaching to ensure team meets KPIs and policies.
• Collaborate with CX and Training to identify issues and balance priorities.
• Enhance team performance through coaching and team briefings.
• Assist and manage team in absence of Team Leader.
• Perform other duties to maintain Quality Management System.

Skills

Leadership

People management

Communication

Project management

English proficiency

Education

Bachelor's degree

Job description

TDCX is seeking an experienced Manager to lead our contact centre operations in Singapore. You will drive KPI performance, develop regular reports, and set clear processes aligned with company standards.

Your leadership will coach and guide the team to meet targets while balancing client needs and seasonality. Ideal candidates will have a Bachelor's degree and 2+ years in a similar role, with strong English and interpersonal skills.