Real-Time Operations Analyst - SLA & WFM Insight

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

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.