Real Time Analyst | Online Streaming Account | Iloilo
TDCX (PH) Inc.
- Iloilo City, PhilippinesIloilo City, Western Visayas, PhilippinesIloilo CityWestern VisayasPhilippinesPhilippines
- Full timeFULL_TIME
Expired a year ago
2022-10-30T04:15:59.531710+00:00Job closed.
Job Description
#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!
Top reasons to work with TDCX
- Competitive remuneration, great perks, and performance incentives
- Comprehensive medical, insurance, or social security coverage
- Premium 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 with 26 years of experience and 350+ industry awards
What is your mission?
You are required to perform these job functions:
- Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
- Monitors site to ensure optimal staffing levels
- Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
- Administers volume contingency action plans as deemed necessary and appropriate
- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
- Facilitates real-time discussions with necessary stakeholders
- Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
- Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
- Ensures that all reports originating from the department are accurate and reliable
- Helps with the integration and implementation of new call center technologies
- 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
Minimum Qualifications
Who are we looking for?
- Completed at least 2 years in college, any field
- 2 years of working experience as a Real-Time/Workforce Analyst
- Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
- Proven hands-on experience with workforce management
- Proficient in MS Excel
- Good verbal, written, analytical and interpersonal communication skills
- Must be willing to work night shift and/or shifting schedule
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Completed vocational course
- Recruiter response to application
- Sometimes
- Office Address
- Iloilo City, Western Visayas, Philippines
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About TDCX (PH) Inc.
Who is TDCX?
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 more than 350 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.