Senior WFM Systems Engineer

Ibex Limited; Manila; On-site; PHP 500,000 - 800,000; Full time

Job summary

Ibex Limited is seeking a WFM Administrator Tier-3 to ensure stability, integrity, and day-to-day performance of the workforce management systems. You will provide Tier-3 support for the WFM environment used by Global Workforce Management Planners and RTAs, acting as the primary on-site liaison to internal departments.

The role requires strong Excel skills, IT/engineering background, and proven troubleshooting capabilities to resolve system issues and drive data quality across scheduling

Qualifications

• 2+ years of experience on Aspect WFO System as System Admin.
• Understanding of workforce management solutions.
• Bachelor's degree or equivalent work experience in IT/Engineering.
• Ability to clearly communicate with nontechnical requestors and technical partners.
• Ability to take ownership and manage tasks from start to finish.
• Strong documentation skills.
• Excellent advanced troubleshooting skills.
• Strong technical aptitude for understanding software processes.
• Analytical/technical aptitude in process and workflow optimization.
• Strong planning, time management and organizational skills.
• Self-starter with ability to work independently.
• Strong prioritization and meticulous attention to detail.
• Ability to explain workforce planning concepts to operations staff.
• Proficiency in MS Excel, including macros and scripting.

Responsibilities

• Partner with the IT team to fix IT-related issues or drive system enhancements.
• Ensure data input/output consistency from the scheduling software.
• Improve data quality of input sources for accurate resource representation.
• Serve as WFM liaison to internal departments.
• Troubleshoot system issues and user problems across software.
• Understand scheduling software to optimize global workforce processes.
• Identify and implement innovations to increase data accuracy.
• Coordinate with software suppliers to resolve system issues.
• Regular audits for org and campaign setups, feeds, adherence, mapping, skilling, etc.
• Administer access rights.
• Be main point of contact for outages and establish outage and escalation paths.
• Conduct training for new WFM staff and Ops.
• Create Incident Reports with Root Cause Analysis.

Skills

MS Excel advanced

Data analysis

Troubleshooting

Communication with nontechnical users

Education

Bachelor's degree in IT/CS/Engineering

Tools

Aspect WFO System

Job description

Ibex Limited is seeking a WFM Administrator Tier-3 to ensure stability, integrity, and day-to-day performance of the workforce management systems. You will provide Tier-3 support for the WFM environment used by Global Workforce Management Planners and RTAs, acting as the primary on-site liaison to internal departments.

The role requires strong Excel skills, IT/engineering background, and proven troubleshooting capabilities to resolve system issues and drive data quality across scheduling