WFM Software Administrator 1

### Job Title: WFM Software Administrator 1 -NCLH

Work Location: MOA 

Work Setup & Schedule: Onsite/Shifting 

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

### Job Description (JD)

* Oversees and supports all operational aspects of workforce management within the contact center.

* Facilitates and monitors workforce planning activities, including staffing, scheduling, forecasting, and adherence to policies and procedures.

* Administers and supports WFM systems and related operational tools.

* Monitors contact center quality initiatives and support system implementations.

* Assists in the implementation and execution of training programs as needed.

* Generates and analyzes workforce reports to support operational decision-making.

* Identifies opportunities for process improvements and operational efficiencies.

* Supports multiple contact center operations when required.

* Works independently while following established standards, procedures, and guidelines.

* Shares best practices and develops effective solutions to operational challenges.

* May guide junior team members and assist in setting day-to-day operational objectives.

* Ensures continuous improvement of workforce management processes and activities.

### Qualifications

* 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.

* Experience supporting staffing, scheduling, forecasting, and workforce planning activities.

* Knowledge of WFM tools and contact center support systems.

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

* Proficient in Microsoft Excel and workforce reporting.

* Ability to work independently and manage multiple priorities.

* Experience in a BPO/contact center environment is preferred.

* Leadership or team coordination experience is an advantage.