WFM Software Administrator I — Scheduling & Analytics

Gratitude Philippines; Manila; On-site; PHP 240,000 - 480,000; Full time

Benefits offered by this job

20% Night Differential

Monthly Allowance

Competitive salary package

Job summary

Gratitude Philippines, based in Manila, is hiring a WFM Software Administrator I for the NCLH account. This on-site role at MOA, Pasay City, supports daily WFM operations, staffing, scheduling, forecasting, and real-time adherence.

You will administer WFM tools and generate reports to drive business decisions. The ideal candidate has a Bachelor's degree and 1–2 years in WFM or contact center operations, with strong Excel skills and the ability to multitask in a fast-paced environment.

Qualifications

• Bachelor's degree in any related field.
• 1–2 years of experience in Workforce Management or Contact Center Operations.
• Hands-on experience with staffing, scheduling, forecasting, and workforce planning.
• Knowledge of WFM tools and contact center support systems.

Responsibilities

• Manage and support daily Workforce Management operations.
• Assist in workforce planning, staffing, scheduling, forecasting, and real-time adherence.
• Administer and maintain WFM systems and operational tools.
• Generate, analyze, and present workforce reports to support business decisions.
• Monitor operational performance and recommend process improvements.
• Support quality initiatives and system implementations.
• Collaborate with cross-functional teams to optimize workforce efficiency.
• Assist with training and onboarding initiatives when needed.
• Support multiple contact center operations as required.
• Share best practices and contribute to continuous process improvement.

Skills

WFM tools

Excel advanced

Reporting

Analytical thinking

Scheduling

Communication

Education

Bachelor's degree

Tools

WFM software

WFM systems

Job description

Gratitude Philippines, based in Manila, is hiring a WFM Software Administrator I for the NCLH account. This on-site role at MOA, Pasay City, supports daily WFM operations, staffing, scheduling, forecasting, and real-time adherence.

You will administer WFM tools and generate reports to drive business decisions. The ideal candidate has a Bachelor's degree and 1–2 years in WFM or contact center operations, with strong Excel skills and the ability to multitask in a fast-paced environment.