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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in monitoring contact volume traffic and managing agent productivity to meet SLA and KPI targets. Proficient in statistical analysis and reporting, with strong collaboration skills across Technology, Operations, and Management teams.
Highest-signal resume keywords
Workforce Management SoftwareStatistical AnalysisAgent Productivity ManagementSLA and KPI Target AchievementCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Statistical AnalysisPerformance MonitoringSchedule AdherenceProcedural NotificationsSystem Modifications
Soft Skills
InitiativeDriveTeam PlayerIndependent WorkCommunication Skills
Tools & Technologies
Workforce Management Software
Certifications & Qualifications
Advanced/Higher/Graduate DiplomaBachelor's DegreePost Graduate DiplomaProfessional Degree
Industry Keywords
Contact Volume TrafficPerformance ExceptionsReal-Time Agent ProductivityQuality Management SystemSLAKPI
About the role
Key responsibilities & impact- Monitor contact volume traffic using technology and tools to identify performance exceptions requiring short-term and longer-term attention.
- Collaborate with Technology, Operations, and Management teams to execute system modifications, including break management, schedule updates, and skillset changes.
- Issue procedural notifications based on trigger events such as average handle time, volume, and absenteeism.
- Assist Operations with real-time/intraday agent productivity, performance exceptions, and schedule adherence.
- Collaborate with WFM/Schedulers to ensure accurate and timely agent schedules.
- Support Operations in managing intraday business performance to meet or exceed SLA and KPI targets.
- Perform other duties assigned by management within the category of employment and support the effective implementation, maintenance, and continual improvement of TDCX's Quality Management System.
Requirements
What you’ll need- Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
- Preferable with 2 years of working experience in the related field is required for this position.
- Knowledge in any Work Force Management Software is an advantage.
- Ability to perform statistical analysis and produce analytical and informative reports.
- Must have initiative, drive and work independently with minimum supervision and a good team player.
- Excellent verbal and written communication skills in English and the language of supporting market.
Benefits
Comp & perks- Attractive remuneration and great perks
- Comprehensive medical, insurance, and 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-access location with direct public transport links
- Flexible working arrangements
- Coaching and mentoring from experts in your field
- Join a global company, winner of hundreds of industry awards