Real-Time Analytics & WFM Specialist

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

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.