WFM Software Administrator

Gratitude Philippines; Manila; On-site; PHP 435,000 - 502,000; Full time

Benefits offered by this job

20% Night differential

₱1,000 Allowance

Job summary

Gratitude Philippines is seeking a WFM professional to manage system administration and workforce planning for a major cruise line client. You will oversee staffing, scheduling, forecasting, and reporting, and support system upgrades to ensure smooth contact center operations.

The ideal candidate has 1–2 years in WFM (Scheduling/Forecasting), experience with Verint/IEX/Genesys, strong Excel skills, and willingness to work onsite at MOA. BPO experience is a plus.

Qualifications

• 1–2 years in Workforce Management (Scheduling/Forecasting).
• Proficient with WFM software (Verint, IEX, Aspect, or Genesys).
• Strong Excel skills including pivot tables and VLOOKUP.
• BPO experience is a plus, but newbies with WFM experience are welcome.
• On-site work required at MOA.

Responsibilities

• Administer WFM tools and resolve system-related operational issues.
• Analyze workforce data to identify efficiency gaps.
• Support staffing models and adherence reports.
• Assist in system implementations and training.

Skills

WFM Scheduling

Forecasting

Analytical skills

Tools

Verint

IEX

Aspect

Genesys

Excel

Job description

We are looking for a WFM pro to handle system administration and workforce planning for a top-tier cruise line account!

The Role: You will oversee staffing, scheduling, forecasting, and reporting. You’ll also help implement system upgrades and ensure smooth contact center operations.

The Requirements

• At least 1-2 years in Workforce Management (Scheduling/Forecasting).
• Must know WFM software (Verint, IEX, Aspect, or Genesys).
• Strong Excel skills (pivot tables, VLOOKUP).
• BPO experience is a plus, but BPO newbies with WFM experience are welcome!
• Must be willing to work onsite in MOA

Responsibilities

• Administer WFM tools and resolve system-related operational issues.
• Analyze workforce data to identify efficiency gaps.
• Support the team with staffing models and adherence reports.
• Assist in system implementations and training.

Benefits

Salary:₱32,000 + 20% ND + ₱1,000 Allowance