BR - Workforce Management Director Brazil Business Analytics -October-

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

• Lead the strategic and financial planning of TDCXââ¬â¢s 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.

• 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.

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.

Job Segment: Strategic Planning, Manager, HR, Advertising, BPO, Strategy, Management, Human Resources, Marketing, Operations