Are you in Data Mode?


Workforce Manager


With business certificates
Established in 2014 | 1001-5000 employees
10th Floor HM Tower Cebu IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title : 1
Posted on : October 19, 2020
Job ID : 366923


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

How to Apply

To apply, simply complete this form:
Make sure to always check your email and keep your lines open after submitting your online application. We look forward to interviewing you soon.


Quick Apply

Be realistic. Employers may ask for proof of your latest salary. Pricing your salary too high can disqualify you from the position.

Application / Cover Letter

Point out why you are qualified for this job.

Only files with .doc, .docx, .odt, .pdf, or .rtf extensions less than 900kb are allowed.
Click once only. By clicking the Submit button, you confirm that you have read, understood and agree to our Terms and Services and Privacy Policy.