Deskripsi Pekerjaan
Are you a data-driven strategist with a passion for operational excellence? TDCX is looking for a highly skilled Workforce Management (WFM) Lead to join our dynamic team in Metro Manila. In this pivotal role, you will be the bridge between data insights and operational execution, ensuring that our service levels are met through precise forecasting, scheduling, and real-time management.
You will play a critical role in shaping the efficiency of our customer service operations. By analyzing performance trends and identifying operational bottlenecks, you will provide actionable weekly plans to leadership. The ideal candidate is an expert in capacity planning, shrinkage management, and stakeholder communication, ready to drive continuous improvement in a fast-paced BPO environment.
Tanggung Jawab
- Develop and execute comprehensive weekly, monthly, and long-term capacity plans to meet service level agreements (SLAs).
- Provide actionable insights and strategic recommendations to the Workforce Leader and Operations Management team.
- Monitor real-time performance metrics and implement proactive adjustments to schedules to maintain operational efficiency.
- Analyze shrinkage, attrition, and occupancy data to identify opportunities for process optimization.
- Collaborate with cross-functional teams to align staffing requirements with client business objectives.
- Lead and mentor junior analysts, ensuring the accuracy and integrity of all workforce data reporting.
- Identify potential risks or challenges in service delivery and develop contingency plans to mitigate impact.
Kualifikasi
- Bachelor’s degree in Business, Mathematics, Statistics, or a related field.
- Minimum 3-5 years of experience in Workforce Management within a BPO or call center environment.
- Advanced proficiency in MS Excel (VLOOKUP, Pivot Tables, Macros) and WFM scheduling software.
- Strong analytical mindset with the ability to interpret complex datasets and translate them into strategy.
- Excellent verbal and written communication skills, with experience presenting to senior leadership.
- Demonstrated ability to work under pressure and manage multiple priorities in a fast-paced environment.
- Deep understanding of Erlang C calculations, forecasting models, and multi-channel traffic management.