workforce Management directorTeledirect Pte Ltd

Job Description
#BeMore
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
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
Lead the strategic and financial planning of TDCXâs workforce management.
Plan and execute strategic planning for future staffing needs, and provide recommendations that support resource optimization and service level delivery.
Analyze and make recommendations for contact center efficiencies and service deliveries in a multi-site omni channel environment.
Drive continuous improvement optimizations for analytical and forecasting processes using workforce management tools and techniques.
Manage the day-to-day service level delivery through forecasting, scheduling and workload optimization of contact center resources.
Cultivate partnerships and relationships with key stakeholders, customers, finance and functional leaders.
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 Workforce Management 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 over 10 years of working experience in leading workforce management modeling within a BPO environment and/or contact center management modeling experience
Able to leverage data to drive decisions and strategically influence business strategies
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.
Able to lead a team is necessary. 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.