Job Description

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!Top reasons to work with TDCX.

• 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 with 26 years of experience and 340+ industry award

What is your mission?

• Call volume monitoring on a real-time basis and quickly identifying call volume pattern irregularities.
• Send out queue alerts via chat or email to the site POCs.
• Interact confidently with Managers, Directors and VPs (vendor and client) in addressing queries or supporting various initiatives.
• Prepare site-level Intraday reports showing per interval and running performance of the site; providing
• an adjusted Service Level goal in case actual performance is below goal at the time of report generation.
• Assist in gathering information, opening tickets and liaising with IT & Operations Teams in resolving
• technical issues impacting the performance of the sites.
• Act as the point of contact for any issue that could impact the performance of the sites.
• Provide high level summary and highlights through Daily and Weekly Reports.
• Identify performance trends and deep dive analysis through Monthly and Quarterly Reports.
• Send out accurate reports in a timely manner.
• Prepare staffing forecast requirements for each site.
• Develop processes and tools to aid in monitoring and reporting.
• Regular review of Site Trix and Vendor Contact List to ensure accuracy.
• Participate in User Acceptance Testing for roll out of new markets or implementation of IVR changes.
• Create ad hoc reporting as requested by the client and vendor partners.
• Review of Bottle Service Calendar with the scheduled VR hours and site holidays.
• 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?

• Bachelor's Degree holder
• 2-3 years Real Time and/or Reports Management experience within a call center operation
• Proven hands-on experience with workforce management
• Excellent attendance record
• Good verbal, written, analytical and interpersonal communication skills
• Keen attention to details
• Must be willing to work holidays, night shift and/or shifting schedule
• Must be willing to work in BGC, Taguig
• Forecasting experience is a plus

Who is TDCX?TDCX (NYSE: 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 more than 340 industry awards, including being one of the best companies to work for in Asia.From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.Job Type: Full-timeBenefits:

• Paid training

Schedule:

• 8 hour shift

Experience:

• Workforce: 2 years (Preferred)