Workforce Lead

2 weeks ago

Manila, National Capital Region, Philippines TDCX Full time

Supervisors/Team Leaders (Call Centre & Customer Service)

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.

  • Competitive remuneration, great perks, and performance incentives
  • Comprehensive medical, insurance, or social security coverage
  • World-class 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?

  • Ensure the professional development of each workforce specialist that roll up to him/her.
  • Determine appropriate staffing levels to meet performance goals.
  • Manage the scheduling of agents across various LOBs serving multiple markets 24x7.
  • Analyze performance data to identify opportunities to operate more effectively and
    efficiently.
  • Employee maintenance, adding and removing new hires and leavers from employee
    database.
  • Support timekeeping reports, disputes and adjustments for payroll.
  • Document and continuously calibrate existing and new workforce management processes.
  • 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?

  • Has 5-7years' tenure within Workforce Management
  • Has 3 years' experience with hands-on building capacity or volume forecasts from scratch for 12 to 18 months forward forecasts across different touchpoints (voice, email, chat, social media) in a call center setting
  • Has at least 3 years' experience at scheduling across creative shift types and different shift settings.
  • Candidate must possess at least 2 years in College
  • Prior experience with new account/s launches as a core WFM member within a call center operation is highly-preferred
  • Preferably with prior experience at leading a team
  • Well-developed problem-solving and analytical skills with keen attention to detail
  • Proficient knowledge of Excel and ability to manage schedules manually
  • Knowledgeable in preparing seating plans
  • At least five years' experience working with different workforce applications (iEX, Aspect eWFM, Blue Pumpkin, Teleopti, Genesys, etc.)
  • Previous experience with ACD reporting and administration experience required (e.g. Avaya, Cisco, Genesys, etc.)
  • Ability to process large amounts of complex raw data and present in a comprehensible fashion
  • Ability to learn & manage multiple technical systems
  • Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth
  • Effective communicator and relationship builder
  • Self-motivated and must excel in a minimally managed high-profile position
  • Great sense of urgency and follow through
  • Ability to handle multiple initiatives under pressure
  • Possess "can do" attitude
  • Excellent attendance record

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 several hundreds of 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.

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 several hundreds of 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.

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 several hundreds of 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.

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