WFM Admin: Data-Driven Scheduling & Training (Pasay)

TASQ; Santa Clara; On-site; PHP 279,000 - 502,000; Full time

Job summary

TASQ is seeking a Workforce Management Software Administrator to optimize our staffing and performance. You will customize the WFM tool, analyze data, and develop forecasting models to ensure optimal call center staffing. Training and ongoing support for agents and supervisors will be a key focus.

The role requires hands-on experience with workforce management in a fast-paced call center environment and the ability to translate data into actionable staffing decisions.

Qualifications

• 12+ months of experience in a workforce management software administrator or similar role.
• Able to start ASAP and adapt quickly to new systems.
• Strong analytical and problem-solving abilities with data-driven decision making.
• Excellent communication and training skills for agents and supervisors.
• Experience in dynamic, customer-focused call center settings.

Responsibilities

• Customize and manage the workforce management software to align with organizational goals.
• Analyze data and craft reports to drive workforce planning and informed decisions.
• Create and implement advanced forecasting models for optimal staffing.
• Train and support call center agents and supervisors on the WFM system.

Skills

Workforce management

Data analysis

Forecasting

Training & coaching

Call center operations

Job description

TASQ is seeking a Workforce Management Software Administrator to optimize our staffing and performance. You will customize the WFM tool, analyze data, and develop forecasting models to ensure optimal call center staffing. Training and ongoing support for agents and supervisors will be a key focus.

The role requires hands-on experience with workforce management in a fast-paced call center environment and the ability to translate data into actionable staffing decisions.