BPO Bulk Hiring! WFM Software Administrator 1 -NCLH

Gratitude Philippines; Manila; On-site; PHP 312,000 - 357,000; Full time

Benefits offered by this job

1k allowance

Job summary

Gratitude Philippines is hiring a WFM Software Administrator 1 to oversee staffing, scheduling, forecasting, and reporting for our Manila contact center. The role focuses on optimizing workforce planning while ensuring adherence to processes and system utilization.

Onsite work at MOA with shifting schedules, prior WFM experience in a contact center is preferred. A bachelor's degree is required and a 1–2 year background in WFM will help you succeed.

Qualifications

• Bachelor's degree required.
• 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.
• Proficient in Microsoft Excel and workforce reporting.

Responsibilities

• 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.

Skills

WFM knowledge

Scheduling

Data analysis

Excel

Education

Bachelor's degree

Tools

WFM tools

Job description

Job Title: WFM Software Administrator 1 -NCLH

Work Location: MOA

Work Setup & Schedule: Onsite/Shifting

Salary: 32k max,20% ND, 1k allowance

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

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.

Pre-Screening Notes

• Educational Attainment:
• Years of Experience in WFM Software Administration:
• WFM Tools Used: (e.g., Verint, NICE IEX, Aspect, Genesys, etc.)
• BPO/Contact Center Experience: (Total years and scope of experience)
• Last Drawn Salary: