WFM Software Administrator Jobs MOA Pasay | Onsite | Shifting

About the role

We are hiring a WFM Software Administrator in MOA, Pasay City to support workforce management for a contact center. You will administer WFM systems, support staffing, scheduling and forecasting, track adherence and produce workforce reports that help operations make decisions. You will also look for ways to improve processes and share best practices. The role suits a graduate with 1 to 2 years of experience in WFM, workforce planning, scheduling, forecasting or contact center operations. It is onsite on a shifting schedule, with pay of up to ₱32,000, plus a 20% night differential and a ₱1,000 allowance.

Key responsibilities

• Oversee and support the operational side of workforce management in the contact center
  
• Run and monitor workforce planning: staffing, scheduling, forecasting and adherence to policies and procedures
  
• Administer and support WFM systems and related operational tools
  
• Monitor contact center quality initiatives and support system implementations
  
• Help set up and run training programs when needed
  
• Build and analyse workforce reports to support operational decisions
  
• Find process improvements and efficiency opportunities
  
• Support more than one contact center operation when needed
  
• Work independently within set standards, procedures and guidelines
  
• Share best practices and solve operational challenges
  
• Guide junior team members and help set daily operational goals
  
• Drive continuous improvement in workforce management processes
  

Required qualifications and experience

• Bachelor’s degree in a related field
  
• At least 1 to 2 years of experience in workforce management, workforce planning, scheduling, forecasting or contact center operations
  
• Experience supporting staffing, scheduling, forecasting and workforce planning
  
• Knowledge of WFM tools and contact center support systems
  
• Strong analytical, reporting and problem-solving skills
  
• Proficiency in Microsoft Excel and workforce reporting
  
• Ability to work independently and manage multiple priorities
  
• Willing to work onsite in MOA on a shifting schedule
  

Preferred qualifications

• BPO or contact center experience
  
• Leadership or team coordination experience
  

Job details

Why join

• Up to ₱32,000 plus night differential and allowance
  
• Hands-on work with WFM systems and reporting
  
• Exposure to forecasting, scheduling and contact center planning
  
• Growth path to WFM analyst and senior WFM roles