Title:  Workforce Management Expert

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?

• Create scheduling in Workforce Management tool
• Manage changes to scheduling to ensure adequately daily resource coverage
• Work closely with Operations management to assist them in enforcing schedule adherence and Aux code usage
• Collect, analyze and process operation’s data on daily/weekly/monthly/quarterly/half yearly basis to generate accurate / defined forecasting matrix to improve operation efficiency (e.g. Change of operation start time)
• Ensure hours are accurately accumulated and categorised in a format compatible with company procedure
• Coordinate with other analyst to ensure continuity of coverage and distribution of up-to-minute statistical data about the day
• Performs Workforce Management support functions for Operations
• Communication to stakeholders of intra-day performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals, reporting phone, tools or network outages; making suggestions for corrections to any issues
• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement.
• Manage operational forecast variance to plan
• Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
• Forecasting & Capacity Planning
  • Analyze work volume patterns to determine trends
  • Create volume forecast and handle time forecast for interval, daily and weekly
  • Determine appropriate staffing levels needed to meet goals
  • Assess, simulate and act upon the impact and effect of forecasted volume, planned AHT, planned shrinkage, proposed staffing and other drivers to service level.
• Scheduling
  • Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed
  • Administer shift bids across multiple sites and clients/lines of business
  • Develop and adjust employee schedules and rotations to meet the work volume demand on each day
  • Adjusts breaks, lunches, start and stop times on a daily basis based on Intra-Day reporting for each half hour

• 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?

• Candidate must possess at least a Bachelor's Degree, Professional Degree in any field.
• Preferable with 1-3 years of experience in a real-time analyst or similar role within a contact center environment.
• Knowledge in any Work Force Management Software is an advantage;
• Analytical interpretation of data and proficiency in Microsoft Excel
• Must be able to work with all levels of the organization in capturing, managing and communicating metrics 
• Ability to perform statistical analysis and produce analytical and informative reports
• Must have initiative, drive and work independently with minimum supervision and a good team player.
• Excellent verbal and written communication skills in English and the language of supporting market

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.