WFM Software Administrator | Workforce Management | Workforce Planning | Scheduling | Forecasting | WFM Tools

Gratitude Inc

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12 hours ago

2-4 Year(s)

Manila (NAIA Complex Pasay City)

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Job Description

Key Skills

WFM tools BPO Call center WFM Software Administrator

5 candidate(s) have already applied for this Job. Apply now

We're looking for a detail-oriented WFM Software Administrator to support workforce planning activities, administer WFM systems, and help optimize operational performance in a dynamic BPO environment.

If you have strong analytical skills, experience with WFM tools, and a passion for improving operational efficiency, we'd love to hear from you.

Key Responsibilities

Administer and support Workforce Management (WFM) systems and operational tools.
Manage workforce planning activities including staffing, scheduling, forecasting, and real-time workforce support.
Generate, analyze, and maintain workforce reports to support operational decision-making.
Monitor workforce performance, schedule adherence, and contact center operations.
Support contact center quality initiatives and system implementations.
Identify process improvement opportunities to enhance operational efficiency.
Assist with training initiatives and provide operational support across multiple programs when needed.
Collaborate with stakeholders to ensure workforce strategies align with business objectives.
Share best practices and contribute to the continuous improvement of WFM processes.

Qualifications

Bachelor's degree in a relevant field.
1–2 years of experience in Workforce Management (WFM), Workforce Planning, Scheduling, Forecasting, or Contact Center Operations.
Hands-on experience with WFM tools such as Verint, NICE IEX, Aspect, Genesys, or similar platforms.
Strong knowledge of workforce planning, scheduling, forecasting, and staffing principles.
Advanced Microsoft Excel skills with experience in reporting and data analysis.
Strong analytical, problem-solving, and organizational skills.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Experience in a BPO or Contact Center environment is highly preferred.
Leadership or team coordination experience is an advantage.

Why Join?

Competitive compensation package with night differential and allowances.
Opportunity to work with a leading contact center operation.
Career growth in Workforce Management and Operations.
Collaborative and fast-paced work environment with continuous learning opportunities.

If your experience matches the qualifications, send your updated PDF CV today. Qualified candidates will be contacted for the next steps in the recruitment process.

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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