WFM Software Administrator 1 | Workforce Management | NCLH

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

Job summary

Gratitude Philippines is seeking a WFM Software Administrator 1 to support workforce management systems for a Philippine contact center. The role focuses on staffing, scheduling, forecasting, reporting, and improving operational efficiency through WFM tools.

The position involves administering WFM systems, generating detailed workforce reports, and participating in continuous improvement initiatives. Onsite work in MOA, Pasay, with a shifting schedule and 1–5 years’ experience required.

Qualifications

• Bachelor's degree in a related field.
• 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.
• Proficiency in Microsoft Excel and workforce reporting.
• Ability to work independently and manage multiple priorities.
• BPO or contact center experience is preferred.
• Leadership or team coordination experience is an advantage.

Responsibilities

• Support staffing, scheduling, forecasting, and adherence monitoring.
• Administer and support WFM systems and related contact center tools.
• Generate and analyze workforce reports to support operational decisions.
• Identify process improvements and operational efficiencies across contact center operations.
• Support system implementations, quality initiatives, training activities, and continuous improvement efforts.

Skills

WFM administration

Staffing & scheduling

WFM tools

Excel reporting

Analytical thinking

Education

Bachelor's degree in related field

Job description

Job title : WFM Software Administrator 1 – NCLH

Work Location: MOA, Pasay City, Philippines
Work Setup:Onsite
Work Schedule: Shifting Schedule
Experience: 1–5yrs

Job Description :

We are looking for a WFM Software Administrator 1 to support workforce management systems and operational activities for a contact center environment. The role involves workforce planning, staffing, scheduling, forecasting, reporting, and supporting WFM tools to improve operational efficiency and workforce performance.

Key Responsibilities :

• Support workforce planning activities, including staffing, scheduling, forecasting, and adherence monitoring.

• Administer and support workforce management systems and related contact center tools.

• Generate and analyze workforce reports to support operational decisions.

• Identify process improvements and operational efficiencies across contact center operations.

• Support system implementations, quality initiatives, training activities, and continuous improvement efforts.

Required Skills :

• Workforce Management (WFM) and WFM software administration

• Staffing, scheduling, forecasting, and workforce planning

• WFM tools and contact center support systems

• Microsoft Excel and workforce reporting

• Analytical thinking, problem-solving, and process improvement

Qualifications :

• Bachelor's degree in a related field.

• 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.

• Proficiency in Microsoft Excel and workforce reporting.

• Ability to work independently and manage multiple priorities.

• BPO or contact center experience is preferred.

• Leadership or team coordination experience is an advantage.