(URGENT) WFM Software Administrator 1 -NCLH| MOA

Gratitude Inc

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3 weeks ago

(URGENT) WFM Software Administrator 1 -NCLH| MOA

1-2 Year(s)

Manila

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Job Description

Key Skills

Data Analysis Reporting Scheduling Verint Capacity Planning Workforce Management Process Improvement forecasting.

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Job Title: WFM Software Administrator I – NCLH

Location: MOA, Pasay City, Philippines
Work Setup: Onsite
Shift: Shifting Schedule
Employment Type: Permanent

Important: Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Job Summary

We are looking for a WFM Software Administrator I to support workforce management operations within a contact center environment. The successful candidate will assist in workforce planning, scheduling, forecasting, reporting, and WFM system administration while ensuring operational efficiency and service level achievement.

Key Responsibilities

Support workforce planning activities including staffing, scheduling, forecasting, and adherence monitoring.
Administer and maintain Workforce Management (WFM) systems and operational tools.
Generate workforce reports and analyze operational data to support business decisions.
Monitor workforce performance and identify opportunities for process improvements.
Support implementation of contact center quality initiatives and operational support systems.
Assist with training implementation when required.
Work closely with Operations and WFM teams to achieve service level objectives.
Maintain documentation and ensure compliance with established WFM processes.
Provide operational support across multiple contact center programs.
Share best practices and recommend improvements to workforce management processes.

Required Qualifications

Bachelor's Degree in a related field.
1–2 years of experience in:
- Workforce Management (WFM)
- Workforce Planning
- Scheduling
- Forecasting
- Contact Center Operations
Experience supporting staffing, scheduling, and workforce planning activities.
Knowledge of WFM tools such as:
- Verint
- NICE IEX
- Aspect
- Genesys
Strong Microsoft Excel and reporting skills.
Strong analytical and problem-solving abilities.
Ability to manage multiple priorities independently.
Experience in a BPO/Contact Center environment is preferred.
Leadership or team coordination experience is an advantage.
Must not be a current or former Teleperformance employee.

Preferred Skills

Workforce Management (WFM)
Workforce Planning
Scheduling
Forecasting
Capacity Planning
Reporting
Verint
NICE IEX
Aspect
Genesys
Microsoft Excel
Data Analysis
Contact Center Operations
Process Improvement

Recruitment Process

Initial Screening
Operations Interview
Final Interview

Pre-Screening Questions

What is your highest educational attainment?
How many years of experience do you have in Workforce Management or WFM Software Administration?
Which WFM tools have you used (Verint, NICE IEX, Aspect, Genesys, etc.)?
How many years of BPO/Contact Center experience do you have?
What is your current salary?
What is your expected salary?
Are you willing to work onsite at MOA on a shifting schedule?

Role

Business/EDP Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-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.