Team Leader (Contact Centre - Govt Project - Jurong/ Chai Chee]

TDCX (SG) PTE. LTD.; Singapore; Hybride; SGD 45 000 - 70 000; Plein temps

Avantages offerts par ce poste

Attractive remuneration

Comprehensive medical coverage

World-class workspaces

Learning and development plans

Flexible working arrangements

Mentorship by experts

Global company with awards

Résumé du poste

TDCX is looking for a capable team leader to guide a contact centre squad, coach members, monitor performance, and ensure service standards meet SLAs.

You will coordinate workloads, identify process improvements, report key metrics daily/weekly, and support service recovery actions with clients. Strong English communication and leadership skills are essential, along with at least a diploma or degree and 3 years of experience in a contact centre environment.

Qualifications

• Experience leading contact centre teams.
• Proven ability to coach for improved service standards.
• Strong monitoring of SLA-driven performance.

Responsabilités

• Manages team members in day-to-day performance and provides leadership and coaching.
• Performs transaction monitoring to ensure service quality meets SLAs.
• Coordinates and distributes work, monitors workloads/backlogs and adjusts as needed.
• Identifies areas for improvement and implements new processes.

Connaissances

Team leadership

Coaching

Quality monitoring

Operations management

Client service

English communication

Formation

Diploma or Bachelor's degree

Description du poste

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 with TDCX

• 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 and improved 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, Bachelor’s Degree, Professional Degree
• Preferably with 3 years 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.

Who is TDCX?

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.

Visit www.tdcx.com for more info.