Workforce Management Expert

About the Company

TDCX Digilab India is part of a global customer experience organization that supports fast-growing and disruptive brands with technology-enabled CX services. The company works across sectors such as fintech, gaming, technology, home sharing, travel, digital advertising, social media, streaming, and e-commerce, and is known for its strong presence in Asia, award-winning culture, and competitive workplace offerings.

Role Overview

The organization is looking for a seasoned Workforce Management Expert to lead planning and scheduling in a high-volume BPO setting. This role calls for deep experience in forecasting, capacity planning, real-time operations, reporting, and stakeholder coordination to improve service quality and operational outcomes.

Core Responsibilities

• Build and maintain short-range and long-range workforce plans aligned with business goals.
• Develop dependable forecasting, capacity, and staffing models using business trends and operational patterns.
• Design, release, and fine-tune schedules through workforce management tools.
• Track adherence, productivity, occupancy, and AUX usage to support efficient operations.
• Partner with Operations, Training, Recruitment, and business leadership to ensure the right staffing levels.
• Review operational data and turn it into practical insights for daily, weekly, and monthly reporting.
• Lead improvement initiatives that strengthen service levels, productivity, and workforce utilization.
• Make sure workforce practices comply with internal policies and quality expectations.
• Contribute to business review meetings by presenting workforce metrics, forecasts, and recommendations.

Skills and Qualifications

The role requires strong capability in workforce management disciplines such as scheduling, forecasting, capacity planning, and intraday control. Candidates should be comfortable working with WFM systems or similar tools, producing MIS and analytics reports, and using advanced Excel functions for analysis and dashboards. Excellent communication, stakeholder handling, problem-solving, and decision-making skills are essential, along with the ability to perform in a fast-paced, matrixed environment.

Preferred Profile

Ideal candidates hold a bachelor's or master's degree in any discipline and bring 12 to 15 years of experience in workforce management within a BPO or contact center environment. Experience in global operations and strong leadership influence across functions will be considered an advantage.

Location and Employment Details

This is a full-time onsite role based in Hyderabad, India. The position is open to any graduate meeting the required experience profile.