WFM Software Administrator 1 - NCLH
Gratitude IncWFM Software Administrator 1 - NCLH
Job Description
Key Skills
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WFM Software Administrator 1 - NCLH
Job Overview & Details
Work Location: Mall of Asia (MOA), Pasay City
Work Setup & Schedule: Onsite | Shifting Schedule
Compensation & Benefits:
Base Salary: Up to PHP 32,000 / month (Max)
Night Differential: 20%
Allowance: PHP 1,000 / month
Job Description & Key Responsibilities
WFM System Administration & Support: Administer, configure, and maintain workforce management (WFM) software and related operational tools across contact center operations.
Workforce Planning & Adherence: Facilitate and monitor core WFM activities, including staffing, scheduling, capacity planning, forecasting, and policy adherence.
Reporting & Analytics: Generate, analyze, and present key workforce performance reports to drive data-driven operational decisions.
Process Improvement: Continuously identify operational bottlenecks, suggest efficiency gains, and share WFM best practices across teams.
Operational & Quality Support: Track quality initiatives, assist with WFM system implementations, and support multiple contact center lines of business as required.
Team Guidance & Training: Assist with WFM training execution and provide operational guidance to junior team members to meet day-to-day objectives.
Qualifications & Requirements
Education: Bachelor's degree in a related field (e.g., Information Technology, Statistics, Business Administration, or equivalent).
Experience:
1–2 years of experience in Workforce Management (WFM), Workforce Planning, Scheduling, Forecasting, or BPO/Contact Center Operations.
Hands-on experience with WFM tools (e.g., NICE IEX, Verint, Aspect, Genesys, or similar platforms).
Technical Skills:
High proficiency in Microsoft Excel (complex formulas, reporting, and dashboard creation).
Strong analytical, reporting, and quantitative problem-solving skills.
Soft Skills & Attributes:
Proven ability to work independently, manage competing priorities, and follow established operational guidelines.
Experience in team coordination or leadership is an advantage.
Role
Account Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Semi-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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