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Workforce Analyst (can start ASAP)

₱28,000 - 32,000 per month
2 to 4 Years
With Business Certificates
Established in 2014
1001-5000 Employees
Cebu IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title: 3
Posted On: September 22, 2021
Job ID: 388506

Details

Do you aspire 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 25 years of experience and more than 270 industry awards

What is your mission?


You are required to perform these job functions:

  • Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.

  • Monitors site to ensure optimal staffing levels.

  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.

  • Administers volume contingency action plans as deemed necessary and appropriate.

  • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.

  • Facilitates real-time discussions with necessary stakeholders.

  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.

  • Ensures that all reports originating from the department are accurate and reliable.

  • Helps with the integration and implementation of new call center technologies.

  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

  • 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?

  • Completed at least 2 years in college, any field.

  • 2 years of working experience as a Real-Time/Workforce Analyst

  • Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.

  • Proven hands-on experience with workforce management

  • Proficient in MS Excel

  • Good verbal, written, analytical and interpersonal communication skills

  • Must be willing to work night shift and/or shifting schedule

  • can start ASAP

 

Who is TDCX?
 

We serve some of the world's best brands from our centers of excellence in Singapore, Malaysia, Thailand, the Philippines, Hong Kong, China, Japan, Spain, Colombia, Romania, and India. We specialize in perfecting our clients; customer experience and elevating their sales.
 

We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.
 

Our company has won over 270 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.

How to Apply


To apply, simply complete this form: https://bit.ly/TDCX-Cebu-Support.

 

Make sure to always check your email and keep your lines open after submitting your online application. We look forward to interviewing you soon.

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