WFM Software Administrator 1

Gratitude Philippines; Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

Gratitude Philippines is seeking a WFM Software Administrator to support workforce management within our contact center. You will oversee operations, assist with staffing, scheduling, forecasting, and adherence activities, and administer WFM systems and tools.

The role emphasizes data-driven decision making, reporting, and continuous process improvements. The position requires 1–2 years in WFM or related operations and a bachelor’s degree. On-site work is expected in Metro Manila.

Qualifications

• Bachelor's degree in a related field.
• 1–2 years of experience in Workforce Management or related operations.
• Hands-on experience supporting staffing, scheduling, forecasting, and planning.
• Experience with WFM software and contact center systems.
• Strong analytical, reporting, and organizational skills.
• Proficiency in Microsoft Excel and workforce reporting.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Oversee and support operational aspects of Workforce Management within the contact center.
• Support staffing, scheduling, forecasting, and adherence activities.
• Administer and provide operational support for WFM systems and tools.

Skills

WFM Operations

Data analysis

Excel proficiency

Independent work

Leadership

Education

Bachelor's degree

Tools

Verint

NICE IEX

Aspect

Genesys

WFM software

Job description

Job Overview

We are looking for a WFM Software Administrator to support workforce management operations within a contact center environment. The role will be responsible for administering WFM systems, supporting workforce planning activities, generating operational reports, and identifying opportunities to improve workforce management processes and efficiency.

Key Responsibilities

• Oversee and support operational aspects of Workforce Management (WFM) within the contact center.
• Support staffing, scheduling, forecasting, workforce planning, and adherence activities.
• Administer and provide operational support for WFM systems and related workforce management tools.
• Monitor workforce and contact center quality initiatives and assist with system implementations.
• Generate, maintain, and analyze workforce management reports to support operational decision-making.
• Identify process gaps and recommend improvements to increase operational efficiency.
• Support workforce management requirements across multiple contact center operations when required.
• Assist with the implementation and execution of training programs as needed.
• Work independently while following established policies, procedures, and operational standards.
• Share WFM best practices and develop effective solutions to operational challenges.
• Provide guidance to junior team members and support day-to-day operational objectives when required.
• Contribute to continuous improvement initiatives across workforce management processes.

Required Qualifications

• Bachelor's degree in a related field.
• 1–2 years of experience in Workforce Management, Workforce Planning, Scheduling, Forecasting, or Contact Center Operations.
• Hands-on experience supporting staffing, scheduling, forecasting, and workforce planning activities.
• Experience with WFM software and contact center support systems.
• Strong analytical, reporting, problem-solving, and organizational skills.
• Proficiency in Microsoft Excel and workforce reporting.
• Ability to work independently, manage multiple priorities, and meet operational deadlines.
• BPO or contact center experience is preferred.
• Leadership, mentoring, or team coordination experience is an advantage.

Preferred WFM Tools

Experience with workforce management platforms such as Verint, NICE IEX, Aspect, Genesys, or similar WFM applications will be an advantage.

Work Requirements

• Willingness to work onsite.
• Willingness to work shifting schedules.
• Ability to manage multiple operational priorities in a fast-paced contact center environment.

Eligibility

Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.