Workforce Management Lead — Scheduling & Analytics

Jobtailor; Singapore; On-site; SGD 50,000 - 75,000; Full time

Job summary

TDCX is seeking an Operations Scheduling and Reporting Lead to manage cross-market workflows and performance analytics. You will coordinate with client teams and partners, handle escalations, and supervise analysts to ensure smooth production and daily productivity. Strong English communication is essential.

Candidate should have 3–5 years in a related role and hands-on experience with Aspect eWFM or equivalent WFM tools, with a focus on efficiency improvements and data-driven decision making.

Qualifications

• Bachelor-level degree or equivalent required.
• 3–5 years of related experience preferred.
• Experience with WFM tools such as Aspect eWFM and similar platforms.
• ACD reporting and administration experience is an advantage.
• Excellent verbal and written communication in English and local market language.

Responsibilities

• Manage scheduling and reporting for operations serving multiple markets.
• Analyze performance data to identify efficiency opportunities.
• Communicate effectively across clients and outsource partners.
• Coordinate with operations and other departments for smooth production.
• Handle first-level escalations from Operations team.
• Supervise analysts and monitor daily productivity.
• Contribute to continual improvement of the Quality Management System.

Skills

Team player

Under pressure

Problem solving

Analytical skills

Communication skills

English proficiency

Education

Advanced/Graduate Diploma or Bachelor's degree

Tools

Aspect eWFM

Blue Pumpkin

Verint

IEX/NICE

Genesys WFM

Job description

TDCX is seeking an Operations Scheduling and Reporting Lead to manage cross-market workflows and performance analytics. You will coordinate with client teams and partners, handle escalations, and supervise analysts to ensure smooth production and daily productivity. Strong English communication is essential.

Candidate should have 3–5 years in a related role and hands-on experience with Aspect eWFM or equivalent WFM tools, with a focus on efficiency improvements and data-driven decision making.