WFM Software Administrator 1 - NCLH

Gratitude Inc

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1 month ago

WFM Software Administrator 1 - NCLH

1-2 Year(s)

₱ 25 - ₱ 30K p.m

Manila (Pasay City)

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Job Description

Key Skills

Leadership Reporting and Analytics ms excel Problem-Solving Skills

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Job Title: WFM Software Administrator 1 - NCLH

Work Location: MOA, Pasay City
Work Setup: Onsite
Shift Schedule: Shifting
Salary Package: Up to PHP 32,000 + 20% Night Differential + PHP 1,000 Allowance

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

Mandatory Application Requirement:
All applicants must complete the questionnaire below as part of the application process. Applications submitted without the completed form will not be considered.

Questionnaire Link: https://myglit.com/lateral/cref/bfaeb09daf

Job Overview

We are seeking a WFM Software Administrator to support workforce management operations within a contact center environment. The role involves workforce planning, scheduling, forecasting, reporting, system administration, and operational support to ensure efficient workforce utilization and business performance.

Key Responsibilities

Support workforce management activities including staffing, scheduling, forecasting, and adherence monitoring.
Administer and maintain WFM systems and operational support tools.
Generate, analyze, and distribute workforce reports and performance metrics.
Monitor workforce-related processes and identify improvement opportunities.
Assist with contact center operational initiatives and system implementations.
Support training and knowledge-sharing activities when required.
Ensure compliance with workforce management policies and procedures.
Collaborate with operations teams to improve efficiency and service delivery.
Support multiple contact center programs as needed.
Provide guidance and assistance to junior team members when required.

Qualifications

Bachelor's degree in a related field.
At least 1–2 years of experience in Workforce Management, Workforce Planning, Scheduling, Forecasting, or Contact Center Operations.
Experience supporting staffing, scheduling, and forecasting activities.
Knowledge of workforce management tools such as Verint, NICE IEX, Aspect, Genesys, or similar platforms.
Strong analytical and reporting skills.
Advanced proficiency in Microsoft Excel.
Excellent problem-solving and organizational skills.
Ability to work independently and manage multiple priorities.
BPO or contact center experience is preferred.
Leadership or team coordination experience is an advantage.

Role

WFM

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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