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Assistant Workforce Management Manager

TDCXMalaysia

19 days ago

Job description

Top Reasons to work with TDCX

Attractive 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?

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.

Who are we looking for?

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

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Assistant Management • Malaysia