Assistant Workforce Management Manager

TDCX Malaysia; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global BPO company is looking for a qualified candidate to manage scheduling and reporting for multiple markets. The role requires analyzing performance data to enhance operational efficiency and supervising analysts for performance management. Ideal applicants should possess a Bachelor's Degree and have 3-5 years of relevant experience. Expertise in tools like Aspect eWFM is a plus. Join us to contribute to a positive work culture and gain great perks and benefits.

Benefits

Attractive remuneration

Comprehensive medical coverage

World-class workspaces

Flexible working arrangements

Coaching and mentoring

Qualifications

• 3-5 years of experience in related field preferred.
• Experience with ACD reporting is an advantage.
• Ability to work under pressure and to tight timelines.

Responsibilities

• Manage scheduling and reporting for multiple markets.
• Analyze performance data for operational efficiency.
• Communicate effectively with clients and partners.
• Coordinate departments for smooth operations.
• Supervise analysts and manage their performance.

Skills

Team player

Problem-solving

Analytical skills

Communication

Education

Advanced/Higher/Graduate Diploma or Bachelor's Degree

Tools

Aspect eWFM

Blue Pumpkin

Verint

IEX/NICE

Genesys WFM

Job description

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World‑class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy‑to‑access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from 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

About TDCX

Singapore‑headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e‑commerce, fintech, gaming, healthtech, media, technology and travel & hospitality. With a focus on helping companies enable the future, 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 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.