Workforce Management Expert (MANILA)

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

Benefits offered by this job

Remuneration & perks

Medical coverage

Workspace with direct transport access

Flexible work arrangements

Learning & development

Job summary

TDCX Group is seeking a capable Workforce/Operations Specialist to drive the development of workforce teams. You will oversee staffing, scheduling, and performance analysis across multiple markets to meet service goals.

The role requires strong English communication, teamwork under pressure, and familiarity with workforce management tools. This position is based in the Philippines with opportunities for growth and learning.

Qualifications

• Must possess an Advanced/Higher/Graduate Diploma, Bachelor's Degree, or Postgraduate Diploma.
• Preferably with 2 years of related work experience.
• Experience with Aspect eWFM or similar applications.
• ACD reporting and administration experience is an advantage.
• Team player under pressure with strong problem solving and analytical skills.
• Excellent verbal and written English communication and local language.

Responsibilities

• Ensure the professional development of each workforce specialist.
• Determine staffing levels to meet performance goals.
• Schedule agents across multiple lines of business 24x5.
• Analyze performance data to identify efficiency opportunities.
• Maintain employee records and handle hires/leavers in the database.
• Support timekeeping, payroll disputes and adjustments.
• Perform other duties to maintain quality management at TDCX.

Skills

English communication

Team player

Problem solving

Analytical skills

Education

Advanced/Higher/Graduate Diploma or Bachelor's degree or Postgraduate

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?

• Ensure the professional development of each of the workforce specialists
• Determine appropriate staffing levels to meet performance goals.
• Manage the scheduling of agents across various LOBs serving multiple markets 24x5.
• Analyze performance data to identify opportunities to operate more effectively and efficiently.
• Employee maintenance, adding and removing new hires and leavers from employee database.
• Support timekeeping reports, disputes and adjustments for payroll.
• 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
• 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 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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