Title:  WFM Performance Intelligence

#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. Advanced Analytics Strategy 

• Develop and implement a comprehensive analytics strategy for the WFMaaS function
• Identify key areas where advanced analytics can drive improvements in WFM processes 
• Align analytics initiatives with overall business objectives and WFM strategies 

2. Predictive Modeling and Forecasting 

• Develop and maintain advanced predictive models for workforce demand and capacity planning 
• Enhance forecasting methodologies using machine learning and statistical techniques 
• Conduct scenario analysis to support strategic workforce planning decisions 

3. Performance Analytics 

• Lead the analysis of WFM performance metrics and KPIs 
• Identify trends, patterns, and anomalies in workforce data 
• Develop recommendations for performance improvement based on analytical findings 

4. Data-Driven Insights 

• Translate complex analytical findings into actionable insights for WFM leadership 
• Prepare and present analytical reports and recommendations to senior management 
• Collaborate with Vendor Operations and LinkedIn Operations teams to implement data-driven strategies 
• Create impactful visual representations of analytical insights 

5. Analytics Team Leadership 

• Lead and mentor a team of WFM analysts (if applicable)
• Set performance goals and develop the analytical capabilities of team members 
• Foster a culture of curiosity and continuous improvement in analytics practices 

6. Cross-functional Collaboration 

• Work closely with IT, TDCX AI, and other departments to ensure data quality and accessibility 
• Partner with Vendor Operations and LinkedIn Operations teams to understand business needs and align analytics efforts accordingly 

7. Innovation in WFM Analytics 

• Stay abreast of emerging trends and technologies in workforce analytics 
• Pilot innovative analytical approaches to solve complex WFM challenges 
• Drive the adoption of advanced analytics tools and methodologies within the WFM function 

8. Workforce Optimization 

• Develop analytical models to optimize workforce allocation and scheduling 
• Conduct analysis to improve employee productivity and engagement 
• Use analytics to enhance real-time decision-making in workforce management 

9. 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 Analytics, Data Science, or related field, preferred; or with at least 2 years’ undergraduate units 
• 5+ years of experience in analytics; experience with a leadership role, preferred 
• Strong background in statistical analysis, machine learning, and predictive modeling 
•  Expertise in ETL, analytics tools and programming languages (e.g., R, Python, SQL, Alteryx, Knime, etc) 
• Expertise in data visualization tools (e.g., Tableau, Power BI, D3.js) 
• In-depth understanding of workforce management principles and metrics 
• Excellent communication skills with the ability to translate complex analyses into business insights 
• Proven track record of leading successful analytics projects in a WFM or related field 

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.