Title:  Global Workforce Management Lead

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 and great perks
• Comprehensive medical, insurance, and 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-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

The Global Workforce Management (WFM) Lead at TDCX is responsible for defining and leading the global WFM strategy across multiple geographies, accounts, and service lines. This role ensures optimal capacity planning, forecasting accuracy, scheduling efficiency, and real-time performance management to meet client SLAs while maximizing productivity and cost efficiency.

The Global WFM Lead partners closely with Operations, Finance, HR, and Client Solutions teams to support scalable, data-driven workforce planning in a fast-paced, client-centric environment.

Global WFM Strategy & Governance

• Define and own the global WFM strategy, standards, and governance framework across TDCX delivery locations
• Establish consistent WFM processes for forecasting, capacity planning, scheduling, real-time management, and reporting
• Ensure alignment of WFM strategy with business growth, new client onboarding, and seasonal demand
   

Forecasting, Capacity & Resource Planning

• Oversee short-term and long-term forecasting across all programs and regions
• Partner with Operations and Finance to align hiring plans, attrition assumptions, and budget forecasts
• Lead scenario planning for volume fluctuations, ramp-ups, new launches, and contingency situations
   

Scheduling & Real-Time Performance

• Ensure optimal scheduling practices to balance service level attainment, agent experience, and cost efficiency\
• Oversee real-time performance management, including intraday monitoring, adherence, and recovery actions
• Drive best practices in shrinkage management and productivity optimization
   

Leadership & Team Management

• Lead and develop regional and site-level WFM teams (Forecasting, Scheduling, RTA, Capacity Planning)
• Build WFM capability through training, coaching, and career development programs
• Act as the global escalation point for WFM-related risks and performance issues
   

Stakeholder & Client Management

• Serve as a key WFM advisor to internal stakeholders and external clients
• Support client discussions related to staffing models, service levels, and volume assumptions
• Provide clear insights and recommendations to senior leadership on workforce performance and risks
   

Analytics, Tools & Continuous Improvement

• Own global WFM metrics, dashboards, and reporting standards
• Drive automation, system optimization, and adoption of WFM tools (e.g., NICE)
• Lead continuous improvement initiatives to enhance forecast accuracy, schedule efficiency, and SLA performance

Who are we looking for?

• Bachelor’s degree in Business, Operations, Analytics, or a related field
• 10+ years of Workforce Management experience in a BPO, contact center, or CX environment
• Proven experience leading multi-site, multi-region WFM operations
• Strong expertise in forecasting, capacity planning, scheduling, and real-time management
• Experience supporting complex client SLAs and contractual requirements
• Experience working in a global BPO or outsourced services organization (e.g., CX, Trust & Safety, Content Moderation)
• Advanced knowledge of WFM platforms and analytics tools
• Experience supporting large-scale ramp-ups and hyper-growth accounts
• Lean, Six Sigma, or analytics-related certifications

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, 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 provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.