WFM Software Administrator I | Workforce Management

Gratitude Inc

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3 hours ago

WFM Software Administrator I | Workforce Management

1-3 Year(s)

Manila (Pasay City)

Job Description

Key Skills

Call Center WFM tools bpo WFM Software Administrator

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WFM Software Administrator I | Workforce Management | Contact Center | Onsite | Pasay (MOA)

Location: Mall of Asia (MOA), Pasay City, Metro Manila (Onsite)

Employment Type: Full-Time

Work Setup: Onsite

Work Schedule: Rotating/Shifting Schedule

Start Date: ASAP

Join Our Workforce Management Team

We are looking for a WFM Software Administrator I to support workforce management operations within a fast-paced contact center environment. This role is responsible for administering Workforce Management (WFM) systems, supporting staffing and scheduling activities, generating operational reports, and helping optimize workforce performance.

This opportunity is ideal for professionals with experience in Workforce Management, Workforce Planning, Scheduling, Forecasting, and Contact Center Operations who enjoy working with data, systems, and process improvements.

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

Key Responsibilities

Workforce Management Administration

Administer and support Workforce Management (WFM) systems and operational tools.
Monitor workforce planning activities, including staffing, scheduling, forecasting, and adherence.
Ensure workforce processes comply with established standards, policies, and procedures.
Support multiple contact center operations when required.

Reporting & Analytics

Generate workforce reports and operational dashboards.
Analyze workforce data to identify trends, staffing gaps, and optimization opportunities.
Support operational decision-making through accurate reporting and data analysis.
Recommend process improvements to enhance workforce efficiency and performance.

Operational Support

Assist with the implementation of workforce initiatives and operational improvements.
Support quality initiatives and workforce system implementations.
Assist with training programs related to workforce management tools and processes.
Work independently while collaborating with cross-functional teams to achieve operational goals.
Share best practices and contribute to continuous improvement initiatives.
Provide guidance and day-to-day support to junior team members when needed.

Required Qualifications

Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field.
1–2 years of experience in:
- Workforce Management (WFM)
- Workforce Planning
- Scheduling
- Forecasting
- Contact Center Operations
Experience supporting staffing, scheduling, forecasting, and workforce planning activities.
Strong analytical, reporting, and problem-solving skills.
Proficiency in Microsoft Excel.
Ability to work independently while managing multiple priorities.
Willing to work onsite in Pasay City (MOA) on a shifting schedule.

Preferred Qualifications

Candidates with the following experience are highly encouraged to apply:

Workforce Management (WFM)
Workforce Planning
Contact Center Operations
Capacity Planning
Real-Time Adherence (RTA)
Scheduling
Forecasting
Workforce Analytics
Workforce Reporting
Process Improvement

Experience using Workforce Management tools such as:

Verint WFM
NICE IEX
Genesys WFM
Aspect WFM
Calabrio
Alvaria
Advanced Microsoft Excel

Leadership or team coordination experience is an advantage.

Why Join Us?

Competitive salary with Night Differential and monthly allowance.
Work with an experienced Workforce Management team.
Exposure to enterprise-level WFM systems and contact center operations.
Opportunities for career growth and professional development.
Collaborative and performance-driven work environment.

Recruitment Process

Resume Screening
Initial Interview
Hiring Manager Interview
Job Offer

Pre-Screening Questions

Please include the following information in your application:

What is your highest educational attainment?
How many years of experience do you have in Workforce Management (WFM), Workforce Planning, Scheduling, or Forecasting?
Which WFM tools have you used? (e.g., Verint, NICE IEX, Genesys, Aspect, Calabrio, Alvaria)
How many years of experience do you have in a BPO or Contact Center environment?
Describe your experience supporting staffing, scheduling, forecasting, and workforce planning activities.
What is your level of proficiency in Microsoft Excel?
Are you willing to work onsite in Pasay City (MOA) on a shifting schedule?
What is your current or last drawn salary?
What are your salary expectations?
When are you available to start?

ATS & Google Jobs Keywords

WFM Software Administrator • Workforce Management Administrator • Workforce Management • Workforce Planning • Workforce Analyst • Workforce Scheduler • Scheduling Analyst • Forecasting Analyst • Workforce Reporting • Contact Center Operations • BPO Workforce Management • Workforce Analytics • Capacity Planning • Real-Time Adherence • RTA • Staffing • Scheduling • Forecasting • Verint WFM • NICE IEX • Genesys WFM • Calabrio • Aspect WFM • Alvaria • Microsoft Excel • Contact Center Support • Process Improvement • Operations Support • BPO Jobs • Pasay Jobs • MOA Jobs • Onsite Jobs • Shifting Schedule • Immediate Hiring • Full-Time Jobs

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Comfort Etim

Recruiter - Gratitude Inc

NA, nigeria

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