Workforce Management Analyst

TDCX (SG) PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading digital CX solutions firm in Singapore is seeking a talented professional to manage scheduling and reporting needs for operations. You will analyze performance data and collaborate across departments to ensure smooth operations. Candidates should have 1 to 3 years of experience, a relevant diploma or degree, and strong problem-solving and communication skills. This role offers attractive remuneration and flexible working arrangements.

Benefits

Attractive remuneration

Comprehensive medical coverage

Flexible working arrangements

Qualifications

• 1 to 3 years of working experience in a related field.
• Ability to work under pressure and tight timelines.
• Excellent verbal and written communication skills.

Responsibilities

• Manage the scheduling and reporting for operations.
• Analyze performance data for operational efficiency.
• Coordinate with other departments for smooth functioning.

Skills

Team player

Problem solving

Analytical skills

Communication skills

Education

Advanced/Higher/Graduate Diploma

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Tools

Aspect eWFM

Genesys WFM

ACD reporting

Job description

Top reasons to work here:

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• Premium workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Manage the scheduling and reporting needs of operations serving multiple markets.
• Analyze performance data to identify opportunities to operate more effectively and efficiently.
• Effectively communicate across the client and outsource partner
• Coordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
• Handle all first-level escalations from the Operations team.
• Supervise analysts and manage performance.
• Monitor, evaluate and assess unit productivity on a daily basis.
• 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 1 to 3 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

Who is TDCX?

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-r