Responsibilities:

1. Real-Time Workforce Management

- Monitor real-time workforce metrics and service levels across global operations

- Call volume monitoring on a real-time basis and quickly identifying call volume pattern irregularities

- Send out queue alerts via chat or email to the site POCs

- Respond promptly to unexpected spikes in volume or staffing shortages

- Manage market line openings and closures (HOOP, holiday, emergency)

- Assist in gathering information, opening tickets and liaising with IT & Operations Teams in resolving technical issues impacting the performance of the sites

2. Performance Monitoring and Reporting

- Track and report intraday performance against targets

- Provide an adjusted Service Level goal in case actual performance is below goal on an intraday level

- Prepare shift reports summarizing key performance metrics and staffing decisions

- Contribute to the analysis of historical data to improve future forecasting and scheduling

3. Stakeholder Communication

- Provide regular updates to team leads and managers on current performance and staffing levels

- Escalate significant issues or decisions to the WFMaaS Workforce Lead and WFMaaS Workforce Director as appropriate

- Collaborate with with Managers, Directors and VPs (vendor and client) in addressing queries or supporting various initiatives

4. Workforce Planning Support

- Assist in short-term forecasting and capacity planning activities

- Provide input on staffing needs based on real-time observations and trends





- Support the development of contingency plans for various scenarios

5. Technology Utilization

- Utilize available tools for real-time monitoring and decision-making

- Troubleshoot issues with telephony systems and report complex problems

- Provide feedback on the effectiveness of real-time management tools

6. Continuous Improvement

- Identify patterns and trends in real-time operations that could inform process improvements

- Participate in post-mortem analyses of significant operational events or challenges

- Contribute to the development of best practices for global real-time workforce management

7. 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

Job Requirements:

- Bachelor's degree in Business Administration, Operations Management, or related field, preferred;

- At least 2 years of experience in workforce management or real-time operations management
- Proficiency in WFM software and analytics tools
- Strong analytical and problem-solving skills
- Excellent communication skills and ability to work in a fast-paced, global workplace
- Willingness to work flexible hours to support global operations

📌 Real Time Analyst (RTA) (Hyderabad)
🏢 Tdcx Digilab India
📍 Hyderabad