Intraday Workforce Management Specialist (Flexible)

TDCX Malaysia; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Attractive remuneration

Comprehensive medical insurance

Social security coverage

World-class workspace

Learning & development plans

Flexible working arrangements

Coaching & mentoring from experts

Public transport access

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Workforce management software

Statistical analysis

Analytical reporting

English communication

Independent work

Education

Bachelor’s degree or equivalent

Job description

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.