WFM Software Administrator I (MOA Pasay) | Onsite

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

Location: MOA Pasay

Work Setup/Shift: Onsite; Shifting Schedule

Responsibilities:

• Customize and manage the workforce management software to align perfectly with our organization's goals
• Dive into data analysis and craft insightful reports that drive effective workforce planning and informed decision-making
• Create and implement advanced workforce forecasting models to ensure optimal staffing levels at all times
• Empower call centre agents and supervisors through comprehensive training and ongoing support for the workforce management software
• Proactively monitor and enhance the workforce management system’s performance to maximize efficiency and effectiveness

Requirements:

• At least 12 months of experience in a workforce management software administrator or similar role
• Must be amenable to start ASAP
• Tech-savvy and enthusiastic about rapidly learning and mastering new software and systems
• Exceptional analytical and problem-solving abilities, capable of interpreting data to drive smart decisions
• Outstanding communication and training expertise to empower call centre agents and supervisors
• Well-versed in call centre operations with hands-on experience thriving in dynamic, customer-focused settings