real time analyst (travel & Hospitality account) - cebuบริษัท เทเลไดเร็ค เทเลคอมเมิร์ซ (ประเทศไทย) จํากัด

Do you aspire for 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
Competitive 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?
 
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
Who is TDCX?
 
TDCX (NYSE: TDCX) provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.
 
TDCX helps clients, including many of the world's best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region's growth potential.
 
We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.
 
From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.