Jr Real Time Analyst

TDCX, Inc.; Bogotá; On-site; COP 44,640,000 - 78,120,000; Full time

Job summary

TDCX, Inc. is seeking a Workforce Management specialist in Bogotá to monitor contact volume and identify performance exceptions. You will collaborate with Technology, Operations, and Management to implement system modifications and issue procedural notices.

You will support real-time agent productivity, ensure accurate schedules with WFM, and help Operations meet SLA and KPI targets. On-site role with 42-hour weeks and a 5+2 day schedule.

Qualifications

• Bachelor's Degree in any field is preferred but not required.
• Preferable with 6 months of working experience in the related field is required for this position.
• On-site, Connecta 26.
• Availability to work any schedule from 8:00am - 8:30pm (5 Days + 2 days off) 42 hours.
• Knowledge in any Work Force Management Software is an advantage;
• 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

Responsibilities

• Monitor contact volume traffic to identify performance exceptions requiring short-term and longer-term attention.
• Collaborate with Technology, Operations, and Management to execute system modifications and/or issue procedural notifications.
• Assist Operations to improve real-time/intraday agent productivity, performance exceptions and schedule adherence.
• Ensure accurate and timely agent schedules in collaboration with WFM/Schedulers.
• Support Operations to meet or exceed SLA and KPI targets.
• Perform other duties as assigned to maintain Quality Management System.

Skills

Workforce management

Statistical analysis

Initiative

English proficiency

Local language communication

Education

Bachelor's degree

Job description

Job Description

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 worlds most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to BeMore!

What is your mission? Provide support, through the use of technology and tools in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term and longer term attention.

In collaboration with the Technology, Operations, and Management team to execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time, volume, absenteeism, etc.).

Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence.

Ensure in collaboration with WFM/Schedulers, accurate and timely agent schedules.

Support Operations to help better manage intraday business performance to meet or exceed SLA and KPI targets.

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.

Job Requirements

Who are we looking for?

Bachelors Degree in any field is preferred but not required.

Preferable with 6 months of working experience in the related field is required for this position.

On-site, Connecta 26.

Availability to work any schedule from 8:00am - 8:30pm (5 Days + 2 days off) 42 hours.

• Knowledge in any Work Force Management Software is an advantage;
• 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