Real Time Analyst

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

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 work culture that enables your future
• 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

1. Real-Time Monitoring and Analysis

• Monitor real-time workforce metrics such as call volumes, handle times, and service levels
• Analyze current staffing levels against forecasted needs and actual demand
• Identify and report on variances between planned and actual performance

1. Intraday Management

• Make real-time staffing adjustments to meet changing demand
• Coordinate with team leaders to manage breaks, lunches, and other off-phone activities
• Implement contingency plans during unexpected spikes in volume or staffing shortages

1. Performance Tracking and Reporting

• Track and report on real-time adherence to schedules and performance targets
• Prepare end-of-day reports summarizing key performance metrics and staffing decisions
• Contribute to the analysis of historical data to improve future forecasting and scheduling

1. Stakeholder Communication

• Provide regular updates to Operations Managers on current performance and staffing levels
• Communicate directly with frontline staff regarding real-time schedule changes
• Escalate significant issues or decisions to WFM Leads as appropriate

1. Technology Utilization

• Utilize WFM software and tools to monitor real-time metrics and make staffing decisions
• Troubleshoot basic issues with WFM systems and report more complex problems
• Provide feedback on the effectiveness and usability of real-time management tools

1. Continuous Improvement

• Identify patterns and trends in real-time operations that could inform process improvements
• Participate in post-mortem analyses of significant operational events or challenges
• Suggest enhancements to real-time management processes and tools

1. Other Duties and Responsibilities

• 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

• Bachelor's degree in Business Administration, Operations Management, or related field, preferred; or with at least 2 years’ undergraduate units
• 1-2 years of experience in contact center operations with preference for workforce management (real time management) experience
• Proficiency in Microsoft Office Suite, especially Excel
• Experience with WFM software (e.g., Aspect, Verint, Genesys) preferred Strong analytical and problem-solving skills
• Excellent communication skills and ability to work in a fast-paced environment