Global Workforce Officer (MANILA)

TDCX, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Remuneration & perks

Medical & social security

World-class workspace

Flexible work arrangements

Mentoring and coaching

Global company awards

Job summary

TDCX, Inc. is a global BPO leader providing CX solutions across industries. The company offers attractive remuneration, comprehensive medical coverage, and a world-class workspace with ongoing learning and recognition programs.

Flexible arrangements and strong career growth opportunities are highlighted, along with direct public transport access for easy commuting. We seek a Quality Manager who will monitor contact volumes, drive performance improvements, and collaborate with cross-functional

Qualifications

• Advanced analytical capabilities with strong reporting skills.
• Excellent verbal and written communication in English and local language.
• Ability to understand and analyze performance metrics and KPIs.

Responsibilities

• Provide support using technology and tools to monitor contact volume and identify performance exceptions.
• Collaborate with Technology, Operations, and Management to implement system changes and issue notifications.
• Assist Operations to focus on real-time agent productivity and schedule adherence.
• Ensure accurate and timely agent schedules with WFM/Schedulers.
• Support Operations to meet or exceed SLA and KPI targets.
• Perform additional duties as assigned to support Quality Management at TDCX.

Skills

Analytical skills

Communication skills

English proficiency

Education

Advanced/Higher/Graduate Diploma

Bachelor's Degree

Post Graduate Diploma

Professional Degree

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?

• 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.

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

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 and 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 .

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