Title:  Senior Workforce Manager

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?

1.Strategic Workforce Planning - Work with the WorkForce Director to develop and implement strategic action plans for WFM operations. Create and maintain long-term staffing and revenue budget forecasts. Lead the account's staff Plan call and represent WFM in cross functional or country-wide meetings.  

2. Financial Management and Performance- Manage the accounts Project Cash data and accuracy and timeliness. Support Operations in achieving at least 100% billability by monitoring non-billable budgets and tracking actual billable performance. 

3. Client and Stakeholder Management-Anticipate and respond to client needs by identifying trends and preparing analyses to mitigate potential WFM performance gaps. Balance account objectives with WFM safeguards through continous liaison with Ops and Ops Support leaders. 

4. Performance Analysis and Improvement - Manage discussions with GCOO and CWFM on Productivity  Root Causes and Performance Impacts. 

5. Team Leadership and Development - Direct the workload and oversee the performance and coaching of Workforce Managers. 

6. Technical Operations Management - Oversee the quality checks and audits of reports prepared by internal and external Audit teams. 

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 responsibiliities 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 but not required
• 10+ years of experience in workforce management, with at least 5 years in a senior management role
• Proven track record of managing large-scale WFM operations for major clients 
• Advanced proficiency in WFM software, analytics tools, and financial management systems
• Strong understanding of contact center operations, client relations, and vendor management. 
• Excellent leadership, communication and problem-solving skills
• Experience in managing budgets and driving financial performance in WFM operations 

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.