Role & responsibilities

1. Team Leadership and Development

- Manage and mentor a team of RTAs, Schedulers, and Workforce Experts

- Set performance goals and conduct regular evaluations for team members

- Identify skill gaps and implement training programs to enhance team capabilities

- Foster a culture of continuous improvement and knowledge sharing within the team

2. Workforce Planning and Execution

- Oversee the development and implementation of short to medium-term workforce plans

- Ensure optimal resource allocation across different functions and projects

- Monitor and analyze workforce metrics to identify trends and areas for improvement

- Collaborate with Client and Vendor teams to align WFM strategies with business objectives

3. Performance Management and Reporting

- Develop and maintain KPIs for workforce performance

- Prepare regular reports on workforce metrics for senior management

- Conduct in-depth analysis of WFM performance and provide actionable insights

- Lead performance review meetings with Client and Vendor teams

4. Process Optimization

- Identify opportunities for improving WFM processes and tools

- Lead the implementation of new WFM methodologies or technologies

- Develop and implement best practices for WFM activities

- Collaborate with IT teams to enhance WFM systems and tools

5. Stakeholder Management

- Serve as the primary point of contact between TDCX WFM and Client and Vendor teams

- Communicate WFM strategies, plans,



and performance to various stakeholders

- Manage escalations related to workforce management issues

- Collaborate with other support functions to ensure integrated workforce solutions

6. Project Management

- Lead WFM-related projects, such as system implementations or major process changes

- Manage project timelines, resources, and deliverables

- Coordinate cross-functional teams to achieve project objectives

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

Preferred candidate profile

- Bachelor's degree in Business Administration, Operations Management, or related field, preferred; or with at least 2 years undergraduate units

- 5+ years of experience in workforce management, with at least 2 years in a leadership role

- Advanced proficiency in WFM software and analytics tools

- Robust understanding of contact center operations and workforce management principles

- Excellent leadership, communication, and interpersonal skills

- Proven track record of implementing successful WFM strategies and process improvements

📌 Workforce Management Lead (Hyderabad)
🏢 Tdcx Digilab India
📍 Hyderabad