workforce Managerบริษัท เทเลไดเร็ค เทเลคอมเมิร์ซ (ประเทศไทย) จํากัด

We are looking for a Workforce Manager to join our growing family.
Come home and start your #BeHappier journey with TDCX today!
Top reasons to work here:
Above-industry average salary
Group life insurance starting on Day 1
HMO benefits on Day 1 + one free dependent after 6 months
15 Sick Leave credits with cash conversions
15 Vacation Leave credits with carry over
Premium & Instagrammable workspaces
Free overflowing coffee and cookies
Learning courses to help you grow
Career development programs
Engagement activities like free food day, raffles, birthday treats, anniversary gifts, contests and much more!
What is your mission?
You are required to perform these job functions:
Supervises scheduling analysts, real time analysts, planners and/or resource management specialists through coaching, performance management and development
Responsible for developing staffing schedules, utilizing forecasts and other information that optimizes the fit between employee needs and program resource requirements
Creates forecast and schedules for the program and its different lines of businesses or scope of work
Proactively adjusts staffing to meet fluctuations in call volume and resources
Monitors the effectiveness and efficiency of the scheduling staff in aligning company-wide processes and procedures to achieve call center goals/metrics
Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters
Recommends adjustments as necessary
Facilitates and develops the capacity-planning model
Supports forecasting and scheduling application maintenance and release management
Adjusts resources to accommodate unexpected changes in call volume or resource availability; determine appropriate staffing requirements; posts volunteer requests and/or mandate coverage for unexpected changes in call volume
Stays current on internal work processes, policies, and procedures
Resolves escalations related to workforce management
Partners closely with Operations to ensure disciplined workforce processes and management drive customer experience while maintaining staff engagement
Works closely with IT and/or Facilities to identify any technical issues; determine root cause and provide updates to Management and/or Clients
Oversees the creation and modification of specific designs within the call center environment, user requirements gathering, and end to end UAT (User Acceptance Testing) for telephony changes and impacts
Other responsibilities as assigned
Who are we looking for?
Candidate must possess at least a Bachelor’s/College Degree in any field
Preferably Assistant Manager / Managers specializing in Workforce Management, Business and Reporting Analytics or equivalent.
Minimum of 3- 5 years of experience in capacity planning, implementing, utilizing, and supporting workforce management systems
Strong operational knowledge of office equipment and computer software, including programs such as Word, Excel, PowerPoint and must have the ability to organize/analyze data in a structured manner.
Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) that includes real-time adherence preferred
Exceptional verbal and written communication skills
Excellent interpersonal skills and can deal with stakeholders from different workstreams
Strong organizational, multitasking and time-management skills
Financial and business acumen to measure key service deliverables is a plus
Shift flexibility

Managerial / Supervisory