Job Description

#BeMore 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 #BeMore 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 350+ industry awards What is your mission You'll help us deliver excellent service to our partner brands by performing these tasks: Resource planning and fulfilment of billing hours for outbound (80%) and inbound (20%) sales model. Adoption and communication of global scheduling guidelines to appropriate stakeholders. Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws. Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment. Provide visibility and reporting capabilities of main KPIs related to scheduling functions such as projected interval compliance, and bidding completion. Create data models to forecast long/short term business volume, set up multi-dimension capacity models & plans and determine the optimum one by balancing customer experience, employee experience and cost effectiveness, contributing to consistently achieved SLA goals. Design different shifts for the sites and make schedule plan ensuring no violation of local labor laws and regulations manage day-to-day production of sites, closely coordinate with operation team and adjust shift plan quickly and effectively, in case of unexpected rises in moderation volumes or absenteeism. Work as the Point of Contact to provide ad-hoc and regular support to stakeholders such as policy team, product & system BP, sales team, sales management team and etc. Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner. Ensures staff optimization, sets goals and objectives, maintains employee records and facilitates effective communication among workers. Perform other duties and responsibilities that may be assigned to you by the management 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 an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field Preferably with 2 years of working experience in the related field is ideal for this position. Deep understanding of workforce management, including volume & headcount forecasting, performance monitoring and processes/system optimizing and etc Proficient skills on EXCEL and good at data analyzing, familiar with formulas and Pivot Tables. Experience utilizing SQL, HQL and WFM systems is a plus Good communication skills, information analysis & interpret capability (ability to present detailed technical analysis, assumptions, and recommendations succinctly). Excellent problem-solving, task prioritization, follow-up, and quick learning skills. Ability to work in a fast-paced, high-pressure environment with dedication, passion and motivation. Excellent verbal and written communication skills in English and the language of the supporting market 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 350 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.