Title:  Workforce Management Manager

#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?

• Manage the scheduling and reporting needs of operations serving multiple markets.
• Analyze performance data to identify opportunities to operate more effectively and efficiently.
• Effectively communicate across the client and outsource partner.
• Coordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
• Handle all first-level escalations from the Operations team.
• Supervise analysts and manage performance.
• Monitor, evaluate and assess unit productivity on a daily basis.
• 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 Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with 3 - 5 years of working experience in the related field is required for this position
• Experience with Aspect eWFM or similar applications (i.e., Blue Pumpkin/Verint, IEX/NICE, Genesys WFM).
• Previous experience with ACD reporting and administration experience is an advantage.
• Ability to work as a team player. You should be able to work under pressure and tight timeline, result orientated, strong problem solving and good analytical skills.
• Excellent verbal and written communication skills in English and the language of supporting market

Who is TDCX?

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

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 39 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.

Visit www.tdcx.com for more info.