Job Title: WFM Software Administrator 1 – NCLH

Work Location: MOA, Philippines
Work Setup: 100% Onsite
Work Schedule: Shifting Schedule
Salary: Up to PHP 32,000 per month
Additional Benefits: 20% Night Differential (ND) and PHP 1,000 allowance
Experience Required: 1–2 Years
Industry: BPO / Contact Center Operations

Job Overview

We are seeking a detail-oriented and analytical WFM Software Administrator 1 to support workforce management systems and operational activities within a contact center environment. The successful candidate will assist with workforce planning, staffing, scheduling, forecasting, adherence monitoring, and WFM system administration to ensure efficient workforce utilization and operational performance.

The role requires strong analytical and reporting skills, proficiency in Microsoft Excel, and familiarity with workforce management tools and contact center operations.

Key Responsibilities

• Oversee and support workforce management activities across contact center operations.

• Assist with workforce planning, staffing, scheduling, forecasting, and schedule adherence monitoring.

• Administer and provide operational support for WFM software and related contact center tools.

• Monitor workforce processes to ensure compliance with established policies, procedures, and operational standards.

• Generate, analyze, and maintain workforce reports to support operational decision-making.

• Monitor contact center quality initiatives and assist with WFM system implementations.

• Support the development and execution of training programs when required.

• Identify process gaps and recommend improvements to enhance workforce efficiency and productivity.

• Provide workforce management support to multiple contact center operations as needed.

• Work independently while following established guidelines and procedures.

• Share best practices and develop practical solutions to workforce management challenges.

• Assist junior team members and support day-to-day operational objectives when required.

• Contribute to the continuous improvement of workforce management processes and activities.

Qualifications and Requirements

• Bachelor's degree in a related field.

• At least 1–2 years of experience in Workforce Management (WFM), Workforce Planning, Scheduling, Forecasting, or Contact Center Operations.

• Practical experience supporting staffing, scheduling, forecasting, and workforce planning activities.

• Knowledge of WFM software and contact center support systems.

• Familiarity with WFM tools such as Verint, NICE IEX, Aspect, Genesys, or similar platforms.

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

• Proficiency in Microsoft Excel and workforce reporting.

• Ability to work independently and manage multiple priorities.

• Previous experience in a BPO or contact center environment is preferred.

• Leadership, team coordination, or experience guiding junior team members is an advantage.

• Willingness to work onsite in MOA on a shifting schedule.

Compensation and Work Conditions

• Monthly salary: Up to PHP 32,000.

• Night differential: 20%.

• Additional allowance: PHP 1,000.

• Work arrangement: 100% onsite.

• Work location: MOA, Philippines.

• Schedule: Shifting.

Important Hiring Note

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

Candidate Pre-Screening Questions

1. What is your highest educational attainment? Have you completed a bachelor's degree?

2. How many years of experience do you have in WFM Software Administration?

3. Which WFM tools or platforms have you used (e.g., Verint, NICE IEX, Aspect, Genesys, or others)?

4. How many years of BPO/contact center experience do you have? Please specify your relevant responsibilities.

5. What is your current or last drawn monthly salary?

6. What is your expected monthly salary?

7. Are you amenable to working onsite in MOA on a shifting schedule?

8. Have you previously worked for Teleperformance, directly or through a third-party agency?