JOB TITLE: WFM SOFTWARE ADMINISTRATOR 1 – NCLH

Work Setup: Onsite

Work Schedule: Shifting

JOB DESCRIPTION

We are seeking a detail-oriented and analytical WFM Software Administrator 1 to support and optimize workforce management operations within the contact center. The ideal candidate will oversee workforce planning activities, administer WFM systems, analyze operational reports, and identify opportunities to improve efficiency and productivity across multiple contact center operations.

KEY RESPONSIBILITIES

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• Oversee and support all operational aspects of workforce management within the contact center.
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• Facilitate and monitor workforce planning activities, including staffing, scheduling, forecasting, and adherence to established policies and procedures.
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• Administer and provide support for WFM systems and related operational tools.
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• Monitor contact center quality initiatives and support system implementations.
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• Assist in implementing and executing training programs as required.
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• Generate and analyze workforce reports to support effective operational decision-making.
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• Identify opportunities for process improvements and operational efficiencies.
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• Provide workforce management support across multiple contact center operations when required.
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• Work independently while adhering to established standards, procedures, and guidelines.
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• Share best practices and develop effective solutions to operational challenges.
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• Provide guidance to junior team members and assist in establishing day-to-day operational objectives when required.
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• Drive continuous improvement across workforce management processes and activities.
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QUALIFICATIONS & REQUIREMENTS

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