TDCX

Human Resources

• Post high-volume job advertisements across Malaysian job boards and client portals
• Track recruitment pipelines and administrative status updates across RPO accounts
• Consolidate weekly Employment Pass (EP) status update reports to keep clients informed
• Liaise with the internal Global Mobility team to gather accurate visa processing updates
• Perform end-to-end monthly payroll for outsourced talent and internal teams
• Calculate statutory contributions including EPF, SOCSO, EIS, and PCB (MTD)
• Execute complex monthly client invoice billing based on RPO service agreements
• Utilize advanced Excel (VLOOKUP, Pivot Tables) to audit billing data and reports

Senior HR Admin Expert

Analyst

• Provide support, through the use of technology and tools in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term and longer term attention
• In collaboration with the Technology, Operations, and Management team to execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time, volume, absenteeism, etc.)
• Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence
• Ensure in collaboration with WFM/Schedulers, accurate and timely agent schedules
• Support Operations to help better manage intraday business performance to meet or exceed SLA and KPI targets
• 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.

Real Time Analyst

Learning and Development

• Responsible for the performance evaluation and certification of the trainers through coaching, mentoring, class observations and assessments
• Establishes team and individual goals in alignment with the program and/or company goals
• Designs course curriculum based on needs analysis results, employee feedback, client expectations, leadership requests, industry best practices and existing L and D strategies
• Applies a wide range of tools to plan, analyze, and oversee the program’s performance to make sure there are improvements
• Monitors and evaluates training program’s effectiveness, success and ROI periodically and report or communicate on them
• Liaise closely with the different teams and Clients to ensure training and knowledge base is up to date and employees are up to speed on changes and updates
• Employs a variety of leadership techniques and can effectively select and apply the best technique to an employee’s individual needs
• 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.

Training Manager II

Sales

• Develop and implement training policies, procedures, and programs
• Design and develop relevant training modules based on individual/departmental/company needs
• Development, delivery and assessment of in-house programs
• Responsible for evaluating the effectiveness of training modules in line with the strategic plan of raising capabilities and developing talents to reinforce our people effectiveness
• Evaluate the effectiveness of existing training programs and provide recommendations for improvement
• Conduct Training Needs Analysis and develop programs to improve existing staff performance
• 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.

Sales Trainer

Operations

• Evaluate high volumes of data points running them against an evolving checklist of standards
• Take on new projects with fast moving targets and tight turnaround times on a regular and repeated basis
• Provide structured feedback and recommendations for process improvement on an ongoing basis
• Maintain high levels of confidentiality while performing investigations
• Demonstrate ability to comprehensively document investigations
• Demonstrate great judgement and be open to sharing what you know with others
• 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.

Assistant Verified Operations Specialist

• Make outbound call on the provided leads and encourage the given offer to customers
• Convince and enroll interested customers over the phone
• Accurately update the system on the call outcome
• Deliver good customer experience by focusing on customers wants and needs
• Go “extra mile” to meet sales quota
• Meeting the quality service standards
• 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.

Assistant Tele Sales Associate

Support Engineer

• Collaborate with internal teams to deploy in-house developed software and configuration changes to Linux/Unix servers, ensuring seamless completion with no service disruption
• Troubleshooting server issues related to Linux/Unix
• Provide operational support across a suite of production systems and services running on the cloud
• Proactively monitor the system logs, system monitoring and performance of Linux/Unix systems and services, responding promptly to incidents and alerts, and keeping stakeholders informed of resolutions
• Collaborate with DevOps, development, and support teams to deploy and manage applications
• Participate in a 24/7 on-call rotation, with flexibility for night shifts, weekends, variable schedules, and necessary overtime
• Provide Tier-1 Linux/Unix support for mission-critical production services
• Create and maintain documentation for daily processes, enhancing team collaboration, learning, and training
• Manage and troubleshoot network services (DNS, DHCP, NFS, FTP, SSH, etc.)

Product Support Engineer

Financial Planning and Analysis

• Provide guidance to junior support staff on accounting entries, reconciliations and analysis.
• Prepares reviews and approves journal entries, consolidated statements and client carrier reconciliations.
• Analyses, maintains and reconciles the general ledger accounts, balance sheet accounts and administrative systems.
• Manage monthly, quarterly and annual general ledger closing for specific countries under direction of GL Accounting Manager.
• Post and maintain journal entries and perform reconciliation including but not limited to bank and inter-office reconciliations.
• Conduct variance analyses; explain variances between actual results and budget or prior years.
• Support the monthly and quarterly closing processes; track, document and resolve issues that arise related to closing.
• Assist in the preparation of monthly and quarterly financial reports – analyze inter-office charges.
• Continued monitoring of issues identified and resolutions raised ensuring that they are effectively settled on a timely basis.
• Implement internal processes and procedures pertaining to AR and AP sections.
• 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.

Assistant Finance Manager

Communications

• Creates and executes the strategy and delivery plan for the development of all leaders including high potential employees
• Supports the organization's Talent Review, Succession Planning and Continuous Development by developing programs that narrow competency gaps
• Evaluates, and monitors the performance and quality standards of Leaders
• Tracks course feedback for relevance and impact. Makes recommendations to Manager on changes to existing programs or development of new courses
• Collaborates and coordinates with other training department staff or external resources to conduct training on specific subject matters
• Interacts with Leaders throughout the organization to assess impact and needs
• 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.

Organization Communications Lead

Content Marketing Manager

• Partners with other teams to provide feedback and to obtain clarification on any question on policies
• Manages a team across all markets for the site and provides mentoring and coaching for their development
• Ensures effective knowledge sharing and sign off/approval processes are in place for Policies
• Communicates with diverse audiences (e.g., employees, management, other project sites to provide information and clarification regarding training programs, actions, policies, procedures, and best practices
• Be the main POC across all markets and identifies policy gaps and takes corrective actions with a scalable solution(s)
• Becomes and remains knowledgeable about products and community standards
• 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

Content Moderation Lead – Mandarin

• Responsible for the day to day management of the contact center to ensure that KPIs are met.
• Work closely with the teams to achieve Qualitative targets specified by the Client
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Ensure that the feedback provided to the team members on their performance are accurate, complete and timely.
• Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies.
• Identify training needs and work with the training department to organize training/ online learning for the team members.
• Enhance the performance of team members through the use of call monitors, team briefings, and monthly coaching sessions.
• Contribute to the weekly and monthly business reviews with the client, sharing data-driven insights into the performance of your team and its markets.

Sales Team Lead

Account Executive

• Engage leads across SMB, Mid-Market, and Enterprise, through chat, email, phone and online meetings
• Qualify and develop inbound and/or outbound sales leads
• Complete accurate tracking of communication with current and potential customers within the CRM
• Work with the Account Executive team to design industry-specific outbound efforts and define the best strategy to approach new leads
• Schedule demonstrations between account executives and potential customers
• Use the best social selling techniques to identify sales leads and be able to provoke them
• High volume of calls with Decision Makers to identify the “pain points” which could be addressed
• Responsible for most of the Account Executive pipeline

Sales Consultant Specialist, Turkish

• Engage leads across SMB, Mid-Market, and Enterprise, through chat, email, phone and online meetings.
• Qualify and develop inbound and/or outbound sales leads.
• Complete accurate tracking of communication with current and potential customers within the CRM.
• Work with the Account Executive team to design industry-specific outbound efforts and define the best strategy to approach new leads.
• Schedule demonstrations between account executives and potential customers
• Use the best social selling techniques to identify sales leads and be able to provoke them.
• High volume of calls with Decision Makers to identify the “pain points” which could be addressed.
• Responsible for most of the Account Executive pipeline.

Sales Consultant Specialist, Arabic

QA Engineer

• Perform all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations
• Provide structured and valuable feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities.
• Prepare and analyze internal and external quality reports for review with Internal Stakeholders and/or clients.
• Collaborate with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance both service delivery and customer experience.
• Develop and enhance evaluation programs that targets the objectives of the account with Operations, Training, and Clients while ensuring that these programs will determine the root source of issues in order to provide strategical and actionable solutions as a means of improving performance.
• Use Call Center Tools and/or Client Systems to gather data and analyze trends or patterns that are affecting quality performance.
• 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.

Quality Assurance Specialist

Customer Support

• Responds and addresses customers` problems in a timely manner utilizing our support system
• Supports customer in a high quality, engaging, and empathetic 1:1 discussion.
• Troubleshoot technical issue if required.
• Utilizes proprietary and external tools and resources to identify and resolve customers` inquiries
• Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Understands the technical back end and operations of our project
• Improves and expands technical knowledge and familiarity with technical issues to better assist customer
• 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.