Team Leader | Contact Centre | Govt Project | East - #1107712

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.

Additional Information

• Working Location: Bedok (East Region)

• Working Hours: 8:30am to 6pm (Mondays to Fridays)

• Training provided

*Only shortlisted candidates will be notified