Real Time Analyst (MANILA) Philippines Business Analytics 10-November-2026

TDCX; Singapore; On-site; SGD 61,000 - 95,000; Full time

Job summary

TDCX, Inc. (Singapore) is seeking a Quality Manager to oversee process quality in CX operations.

You will monitor contact volume, identify performance exceptions, and collaborate with Technology, Operations and Management to implement system changes that improve efficiency. In this role you will support intraday productivity, ensure accurate agent schedules with WFM, and drive SLA/KPI achievement while maintaining high service standards.

Qualifications

• Advanced/Higher/Graduate Diploma, Bachelor's Degree or higher in any field.
• 2 years of related work experience preferred.
• Knowledge of Workforce Management Software is an advantage.
• Ability to perform statistical analysis and produce analytical reports.
• Self-motivated, able to work independently with minimal supervision and a good team player.
• Excellent verbal and written English communication, plus proficiency in market language.

Responsibilities

• Monitor contact volume and identify performance exceptions.
• Collaborate with Technology, Operations and Management to implement system changes and notifications.
• Assist Operations to improve intraday agent productivity, performance exceptions and schedule adherence.
• Ensure accurate and timely agent schedules with WFM/Schedulers.
• Support Operations to meet or exceed SLA and KPI targets.
• Perform other duties as assigned to maintain Quality Management at TDCX.

Skills

Statistical analysis

Analytical reporting

Independent work

Teamwork

English communication

Education

Advanced/Higher/Graduate Diploma or higher

Tools

Workforce Management 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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