Real-Time Performance & Schedule 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

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.