#Be Happier Do you want to be part of an award-winning, premium, and fast-growing outsourcing provider? Do you want to work in a company that puts your growth and happiness on top of its priorities? We are looking for awesome additions to our growing workforce. Be home, belong, and start your #BeHappier journey with TDCX today! Top reasons to work here: • Attractive Remuneration • Comprehensive Medical Care and Insurance Coverage • Premium & Instagrammable Workspaces • Engagement & Recognition Programs • Strong Learning & Development plans for your growth and career acceleration • Easy to locate area with direct access to public transport • Positive culture for you to #BeHappier at work • Enjoy flexible working arrangements • Be coached and mentored by experts in your field • Join a global company with 25 years of experience and more than 200 industry awards What is your mission? As a Real Time Analyst, you will be working with our ePayment Account to deliver #happier customer experience. You will monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts, over the walkie-talkie, or instant messenger. You are also required to perform these job functions: Coordinate with WFM and other Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign. Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics Provide historical reporting compilation as required by the campaign. The daily monitoring of multiple front-line agents in the centers Resolved by monitoring and analyzing key performance indicators and trends to reforecast, rescheduling and adjusting net staffing to match expected work to be achieved. Optimization of scheduling the agents throughout the day in alignment with the IDPs to balance service level goals, costs, and agent requirements to plan for near term staffing 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 ISO9001 and ISO18295-1 Quality Management System of TDCX. Who are we looking for? • Candidate must possess at least a bachelor’s degree in any field • Has strong analytical skills. • Candidate must be good in reporting and Microsoft Excel Skill, familiar with Google sheets is a plus. • Detail oriented, independent, proactive and able to work under pressure to meet deadlines. • Ability to prioritize and complete all tasks when ad-hoc assignments are given in short period of time. • Flexible and adaptable to various business models and projects. Experienced in Sales Force is preferred. • Minimum 2 years’ experience in related field preferably Junior Executives specializing in Customer Service or equivalent. • Able and willing to work on a rotational shift pattern, which will include weekends • Outstanding verbal and written communication skills. Who is TDCX? We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan, Spain and Colombia. We specialize in perfecting our client's 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 200 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.
We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan and Spain. We specialize in perfecting our client's 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 200 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.
Bachelor's or Equivalent
