Assistant Real Time Analytics Expert

TDCX; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Attractive remuneration

Medical and social security coverage

World-class workspaces

Learning & development plans

Flexible working arrangements

Job summary

TDCX, Inc. is seeking a detail-oriented professional to monitor contact volume, analyze performance, and support real-time productivity. You will work with Technology, Operations, and Management to implement system changes and communicate updates.

The role requires a strong statistical mindset, ability to generate clear reports, and independent work ethic with excellent English communication. Prior WFM experience is a plus.

Qualifications

• Must possess at least a diploma or degree in any field.
• Two years of related work experience preferred.
• Knowledge of Work Force Management software is a plus.
• Strong statistical analysis and reporting abilities.
• Excellent written and spoken English; able to communicate with supporting markets.

Responsibilities

• Monitor contact volume traffic and identify performance exceptions.
• Collaborate with Technology, Operations, and Management to modify systems and procedures.
• Support intraday agent productivity and schedule adherence.
• Ensure accurate and timely agent schedules with WFM.
• Help Operations meet or exceed SLA and KPI targets.

Skills

Analytical thinking

Statistical analysis

Report writing

Independent worker

English communication

Education

Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field

Tools

WFM Software

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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