(URGENT) WFM Software Administrator 1 -NCLH

Job Details

• Job Title: WFM Software Administrator 

• Work Location: MOA, Pasay City

• Work Setup & Schedule: Onsite | Shifting Schedule

• Compensation Package:

  • Base Salary: Up to PHP 32,000 Max

  • Night Differential: 20%

  • Allowance: PHP 1,000

Job Description & Key Responsibilities

• WFM & Systems Administration: Administer, support, and maintain operational WFM software systems and related contact center tools.

• Workforce Planning & Execution: Facilitate and monitor core workforce management functions, including staffing, scheduling, forecasting, and real-time adherence.

• Reporting & Operational Analytics: Generate, analyze, and present key workforce metrics to guide operational decisions and strategic planning.

• Process Improvement: Identify process bottlenecks, share best practices, and recommend continuous improvements for WFM workflows.

• Operations & Implementation Support: Monitor quality initiatives, assist with tool implementations, and support training execution across multiple contact center operations.

• Team Guidance: Work independently within established standards while providing guidance to junior team members when needed.

Qualifications & Requirements

• Education: Bachelor’s degree in IT, Computer Science, Business, or any related field.

• Experience: 1–2 years of hands-on experience in Workforce Management (WFM), Workforce Planning, Scheduling, Forecasting, or Contact Center Operations.

• Tool Proficiency: Demonstrated knowledge of WFM software/systems (e.g., NICE, Verint, Genesys, Aspect, etc.) and contact center support tools.

• Technical & Analytical Skills:

  • Advanced proficiency in Microsoft Excel and data management.

  • Strong analytical, reporting, and problem-solving abilities.

• Domain Knowledge: Prior experience in a BPO / Contact Center environment is highly preferred.

• Soft Skills: Ability to work independently, manage multiple priorities, and adapt to shifting work hours. Leadership or team coordination experience is an advantage.