Assistant Workforce Management Expert

TDCX Malaysia; Kuala Lumpur; Vor Ort; MYR 67.000 - 100.000; Vollzeit

Benefits dieser Stelle

Attractive remuneration

Comprehensive medical insurance

Social security coverage

World-class workspace

Learning & development plans

Flexible working arrangements

Coaching & mentoring from experts

Public transport access

Zusammenfassung

TDCX Malaysia is seeking a Workforce Management professional in Kuala Lumpur to drive time and occupancy management against forecast targets. You will track real-time schedule adherence, monitor code usage, and make intraday adjustments to maintain service levels.

You’ll analyze variances, issue alerts, and support operations with timely recovery plans. The role requires strong analytical skills, experience with workforce management software, and excellent English communication.

Qualifikationen

• Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or professional Degree in any field.
• Preferable with 2 years of working experience in the related field.
• 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.

Aufgaben

• Track real-time schedule adherence and conformance, and escal… for immediate action.
• Monitor Aux code usage in real time, flagging misuse, excessive or unscheduled aux time, and patterns that affect coverage.
• Make intraday adjustments to maintain service levels, such as reallocating agents across queues or skills, adjusting break and lunch times, and offering overtime, voluntary time off (Iao) or flexible shifts.
• Manage unplanned events (absenteeism, late arrivals, system outages, volume spikes or drops) and communicate their impact and recovery plans promptly.
• Analyze intraday variances between forecast and actual volume and staffing, and feed findings back to the forecasting and scheduling process.
• Issue timely alerts and Status updates to Operations, Team Leaders and Management on queue health and risks to service level.

Kenntnisse

Workforce management software

Statistical analysis

Analytical reporting

English communication

Independent work

Ausbildung

Bachelor’s degree or equivalent

Jobbeschreibung

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

Engaging activities and recognition programs

Easy-to-access location with direct public transport links

What is your mission?

handle time and occupancy, against forecast and intraday targets.

• Track real-time schedule adherence and conformance, and escal… for immediate action.
• Monitor Aux code usage in real time, flagging misuse, excessive or unscheduled aux time, and patterns that affect coverage.
• Make intraday adjustrnents to maintain service levels, such as reallocating agents across queues or skills, adjusting break and lunch times, and offering overtime, voluntary time off (Iao) or flexible shifts.
• Manage unplanned events (absenteeism, late arrivals, system outages, volume spikes or drops) and communicate their impact and recovery plans promptly.
• Analyze intraday variances between forecast and actual volume and staffing, and feed findings back to the forecasting and scheduling process.
• Issue timely alerts and Status updates to Operations, Team Leaders and Management on queue health and risks to service level.

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 2 years Of working experience in the related field is required for this position.
• 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

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.

Perks and benefits Medical Miscellaneous allowance Dental Vision Incentive, Bonus and Commission Plan, Life-long Le