Manila - Workforce Management Expert

BeMore

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!

• 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 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

1. Capacity Planning

• Develop and maintain long-term capacity plans based on business forecasts and strategies
• Analyze historical data and trends to identify future capacity needs across different time horizons
• Create and refine capacity planning models and tools
• Collaborate with operations and other departments to understand future resource requirements
• Identify potential capacity gaps and propose solutions to address them
• Provide recommendations on hiring, training, and resource allocation based on capacity analysis

1. Advanced Scheduling

• Design and implement complex scheduling strategies to optimize workforce allocation
• Develop innovative approaches to scheduling that balance business needs, employee preferences, and labor regulations
• Conduct in-depth analysis of scheduling efficiency and effectiveness
• Provide expert guidance on scheduling best practices to WFM team members
• Lead the implementation and optimization of scheduling software and tools

1. Analytics and Reporting

• Perform advanced data analysis to uncover insights related to capacity planning and scheduling
• Develop models for workforce trends and behaviors
• Create comprehensive reports and dashboards for Senior Management on capacity and scheduling performance

1. Process Improvement

• Identify and implement process improvements in capacity planning and scheduling
• Develop best practices and standard operating procedures for WFM activities
• Collaborate with IT teams to optimize WFM systems and tools

1. Training and Knowledge Sharing

• Develop and deliver training programs on advanced capacity planning and scheduling techniques
• Mentor junior WFM staff on advanced WFM concepts and methodologies
• Stay current with industry trends and best practices in workforce management

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 operations research, Industrial Engineering, Business Analytics, or related field, preferred; or with at least 2 years’ undergraduate units
• 3+ years of experience in workforce management, with a focus on capacity planning and advanced scheduling
• Advanced proficiency in Excel and statistical analysis tools
• Experience with WFM software (e.g., Aspect, Verint, Genesys)
• Strong analytical and problem-solving skills
• Excellent communication skills and ability to present complex information clearly