(URGENT) WFM Software Administrator 1 -NCLH

Gratitude Inc

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1 month ago

(URGENT) WFM Software Administrator 1 -NCLH

1-2 Year(s)

Manila

Job Description

Key Skills

WFM tools BPO Call center WFM Software Administrator

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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.

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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