Customer Service Team Lead

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia TDCX Malaysia Full time 30,000 - 60,000 per year
#BeMore

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore

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 culture for you to #BeMore at work
  • 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?
  • Responsible for the day-to-day management of the contact center to ensure that KPIs are met.
  • Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
  • Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
  • Ensure that the feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization's guidelines and policies.
  • Collaborate with Customer Experience and Training team to identify the issues, drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
  • Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions.
  • 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 Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
  • Preferable with 2 years of working experience in the related field is required for this position
  • Experience leading, inspiring and motivating others to meet goals and metrics
  • Possess project and resource management skills
  • Strong communication and interpersonal skills
  • Excellent decision making and analytical skills.
  • Excellent verbal and written communication skills in English and the language of 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, health-tech, 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 39 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.

Visit for more info.

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