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Workforce Lead - Social Media Account (MANILA)

Date: 20-Oct-2020

Location: 00, PH

Company: TDCX

Workforce Lead

Social Media Account


We are looking for a Workforce Lead to join our growing family. Come home and start your #BeHappier journey with TDCX today!


Top reasons to work here:              

  • Above-industry average salary
  • Group life insurance starting on day one
  • HMO benefits on day one + 1 free dependent after 6 months
  • Monthly performance bonuses upon regularization
  • 25% Night differential rate (higher than the industry average!)
  • 15 Sick Leave credits with cash conversions
  • 15 Vacation Leave credits with carry over
  • Premium & Instagrammable workspaces
  • Free overflowing coffee and cookies
  • Learning courses to help you grow
  • Career development programs
  • Engagement activities like free food day, raffles, birthday treats, anniversary gifts, contests and much more!



What is your mission?

  • Determine appropriate staffing levels to meet performance goals.
  • Manage the scheduling of agents across various LOBs serving multiple markets 24x5.
  • Support site-level resources with schedule adherence and productivity reports.
  • Analyze performance data to identify opportunities to operate more effectively and efficiently.
  • Support time-off and shift-swaps requests.
  • Facilitate leave processing and management.
  • Employee maintenance, adding & removing new hires and leavers from employee database.
  • Analyze and report historical data and trends, daily, weekly, monthly etc.
  • Support timekeeping reports, disputes and adjustments for payroll.
  • Provide logic to maximize seating plan across various LOBs.
  • Analyze performance data to identify opportunities to operate more effectively and efficiently.
  • Prepare staffing forecast requirements.
  • Create ad hoc reporting as requested by operations and the client.
  • 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?

  • Vocational Degree and 3-5 years solid Workforce Management experience within a call center operation
  • Well-developed problem-solving and analytical skills with keen attention to detail
  • Experience with workforce applications
  • Solid knowledge of Excel and ability to manage schedules manually
  • Knowledgeable in preparing seating plans
  • Previous experience with ACD reporting and administration experience desired
  • Ability to process large amounts of complex raw data and present in a comprehensible fashion
  • Forecasting experience is a plus
  • Ability to learn & manage multiple technical systems
  • Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth
  • Effective communicator and relationship builder
  • Self-motivated and must excel in a minimally managed high profile position
  • Proven hands-on experience with workforce management
  • Great sense of urgency and follow through
  • Ability to handle multiple initiatives under pressure
  • Possess “can do” attitude
  • Excellent attendance record





Who is TDCX?

We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan, Spain and Colombia. We specialize in perfecting our client's customer experience and elevating their sales.

We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.

Our company has won over 200 contact center industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.



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