Customer Service Team Lead
hace 2 semanas
Unlock your potential with TDCX Group as a Customer Service Team Lead. In this role, you will be responsible for the day-to-day management of the contact centre, ensuring that key performance indicators (KPIs) are met.
Key Responsibilities:
- Develop, review, and distribute daily, weekly, and monthly performance and service reports to maintain agreed service levels to customers.
- Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
- Ensure accurate, complete, and timely feedback to team members on their performance, providing coaching and guidance to meet KPIs and adhere to organizational guidelines and policies.
- Collaborate with Customer Experience and Training teams to identify issues, drive metrics, and balance priorities based on seasonality and customer needs.
- Enhance team performance through team connection, briefings, and monthly coaching sessions.
Requirements:
- Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.
- Preferable with 2 years of working experience in the related field.
- Experience leading, inspiring, and motivating others to meet goals and metrics.
- Strong project and resource management skills.
- Excellent communication and interpersonal skills.
- Excellent decision-making and analytical skills.
- Excellent verbal and written communication skills in English and the language of the supporting market.
About TDCX Group:
TDCX Group provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.
We serve clients in fintech, gaming, technology, home sharing, and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region's growth potential.
We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.
From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX Group.
Job Segment: Manager, Call Center, Advertising, BPO, Customer Service, Management, Marketing, Operations
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