Workforce Manager

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!

• 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

• Supervises scheduling analysts, real time analysts, planners and/or resource management specialists through coaching, performance management and development.
• Responsible for developing staffing schedules, utilizing forecasts and other information that optimizes the fit between employee needs and program resource requirements.
• Creates forecasts and schedules for the program and its different lines of business or scop of work.
• Proactively adjusts staffing to meet fluctuations in call volume and resources.
• Monitors the effectiveness and efficiency of the scheduling staff in aligning the company-wide processes and procedures to achieve call center goals/metrics.
• Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters. Recommends adjustments as necessary.
• Facilitates and develops the capacity-planning model.
• 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.

• Candidate must possess at least a Bachelor's/College Degree in any field.
• Preferably Assistant Manager/Managers specializing in Workforce Management, Business and Reporting Analytics or equivalent.
• Minimum of 3-5 years of experience in capacity planning, implementing, utilizing, and supporting workforce management systems.
• Experience with WFM Software (Verint / Blue Pumpkin / IEX, eWFM, etc.) that includes real time adherence preferred.
• Financial and business acumen to measure key service deliverables is a plus.
• Shift flexibility and willing to work onsite if needed.

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.