Title:  Real Time Analyst (MANILA)

#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?

1. Real-Time Monitoring and Analysis 

• Monitor real-time workforce metrics such as call volumes, handle times, and service levels 
• Analyze current staffing levels against forecasted needs and actual demand 
• Identify and report on variances between planned and actual performance 

2. Intraday Management 

• Make real-time staffing adjustments to meet changing demand 
• Coordinate with team leaders to manage breaks, lunches, and other off-phone activities 
• Implement contingency plans during unexpected spikes in volume or staffing shortages 

3. Performance Tracking and Reporting 

• Track and report on real-time adherence to schedules and performance targets 
• Prepare end-of-day reports summarizing key performance metrics and staffing decisions 
• Contribute to the analysis of historical data to improve future forecasting and scheduling 

4. Stakeholder Communication 

• Provide regular updates to Operations Managers on current performance and staffing levels 
• Communicate directly with frontline staff regarding real-time schedule changes 
• Escalate significant issues or decisions to WFM Leads as appropriate 

5. Technology Utilization 

• Utilize WFM software and tools to monitor real-time metrics and make staffing decisions 
• Troubleshoot basic issues with WFM systems and report more complex problems 
• Provide feedback on the effectiveness and usability of real-time management tools 

6. Continuous Improvement 

• Identify patterns and trends in real-time operations that could inform process improvements 
• Participate in post-mortem analyses of significant operational events or challenges 
• Suggest enhancements to real-time management processes and tools 

7. Other Duties and Responsibilities

• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
• 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?

• Bachelor's degree in Business Administration, Operations Management, or related field, preferred; or with at least 2 years’ undergraduate units
• 1-2 years of experience in contact center operations with preference for workforce management (real time management) experience
• Proficiency in Microsoft Office Suite, especially Excel 
• Experience with WFM software (e.g., Aspect, Verint, Genesys) preferred Strong analytical and problem-solving skills 
• Excellent communication skills and ability to work in a fast-paced environment 

Who is TDCX?

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. 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.