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Assistant Workforce Management Manager
TDCXAssistant Workforce Management Manager at TDCX managing operations scheduling and reporting for multiple markets. Analyzing performance data and overseeing team productivity within a global BPO environment.
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field
- Preferable with 3 - 5 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
Benefits
Comp & perks- Attractive remuneration and great perks
- Comprehensive medical, insurance, and social security coverage
- World-class workspaces
- Engaging activities and recognition programs
- Strong learning and development plans for your career growth
- Positive work culture that enables your future
- Easy-to-access location with direct public transport links
- Flexible working arrangements
- Coaching and mentoring from experts in your field
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
performance analysisACD reportingdata analysisquality managementescalation managementproductivity monitoringanalytical skillsreportingoperations managementteam supervision
Soft Skills
communicationcollaborationproblem solvingteam playerability to work under pressureresult orientedorganizational skillsleadershipadaptabilityinterpersonal skills
Certifications
Advanced DiplomaBachelor's DegreePost Graduate DiplomaProfessional Degree