WFM Software Administrator 1 -NCLH

Gratitude Inc

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1 day ago

WFM Software Administrator 1 -NCLH

1-2 Year(s)

₱ 30 - ₱ 32K p.m

Manila (Pasay City)

Job Description

Key Skills

WFM tools BPO Call center WFM Software Administrator

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WFM Software Administrator I – Contact Center Operations

Location: MOA, Pasay City

Work Setup: Onsite

Work Schedule: Shifting Schedule

Start Date: ASAP

Join Our Workforce Management Team!

We are looking for a detail-oriented and analytical WFM Software Administrator I to support workforce management operations in a fast-paced contact center environment. This role is ideal for professionals with experience in workforce planning, scheduling, forecasting, reporting, and WFM systems who are passionate about improving operational efficiency.

Key Responsibilities

Support daily workforce management operations, including staffing, scheduling, forecasting, and workforce planning.
Administer and maintain WFM systems and operational support tools.
Generate, analyze, and interpret workforce reports to support business decisions.
Monitor workforce performance and ensure adherence to operational policies and procedures.
Assist in implementing workforce management initiatives and contact center support systems.
Identify process improvement opportunities to enhance workforce efficiency.
Support multiple contact center operations and collaborate with cross-functional teams.
Troubleshoot workforce-related issues and recommend effective solutions.
Provide guidance to junior team members and assist with day-to-day operational activities.

Qualifications

Bachelor's Degree in a related field.
1–2 years of experience in Workforce Management (WFM), Workforce Planning, Scheduling, Forecasting, or Contact Center Operations.
Experience supporting staffing, scheduling, forecasting, and workforce planning.
Knowledge of Workforce Management (WFM) tools and contact center support systems.
Strong analytical, reporting, and problem-solving skills.
Advanced proficiency in Microsoft Excel.
Ability to manage multiple priorities independently.
Experience in a BPO or contact center environment is preferred.
Leadership or team coordination experience is an advantage.

Why Join Us?

Competitive compensation package
Night differential and additional allowance
Career growth opportunities
Collaborative and dynamic work environment
Exposure to enterprise workforce management systems

Role

Business/EDP Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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