Customer Service Team Lead

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.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 coachingPerforms transaction monitoring to ensure client's service quality is consistently achieved in accordance to service level standards setCoordinates and distributes work, monitors workloads and backlogs and makes necessary adjustmentsIdentifies areas of improvement and to be able to introduce new structures and improved processes as requiredFoster team discipline, communication and morale to strengthen teamwork within the teamWork with clients and execute service recovery actions resulting from service shortfallConstantly 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 roleCollate and report the agreed statistics (in their respective job scope) on a daily, weekly and monthly basisAny 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 in Media related or Marketing will be added advantagePreferably 3 years of relevant experience, preferably in Customer Service / Contact Centre / Call Centre environmentsExperience in managing a teamAble to work in a fast-paced environment and handle challenging customer situations professionallyHighly self-motivated, energetic and sales driven with a positive attitudeStrong communication skillsExcellent verbal and written communication skills in English and MandarinTop reasons to work here:Attractive remuneration, great perks, and performance incentivesComprehensive medical, insurance, or social security coverageWorld-class workspacesEngaging activities and recognition programsStrong learning and development plans for your career growthPositive work culture that enables your futureEasy to locate area with direct access to public transportFlexible working arrangementsBe coached and mentored by experts in your fieldJoin a global company, winner of hundreds of industry awards