WFM Software Administrator I — Scheduling & Forecasting

Gratitude Philippines; Manila; In loco; PHP 325.000 - 389.000; Tempo pieno

Descrizione del lavoro

Gratitude Philippines is hiring a WFM Software Administrator to manage and support WFM systems onsite in MOA, Philippines. The role focuses on workforce planning, scheduling, forecasting, and reporting to support contact center operations.

The ideal candidate has 1–2 years in WFM, strong Excel/reporting skills, and familiarity with Verint/NICE IEX/Aspect/Genesys. Onsite work with shifting schedules is required, with a base salary package and allowances.

Competenze

• Bachelor's degree in a related field.
• 1–2 years of experience in WFM, workforce planning, scheduling or forecasting.
• Knowledge of WFM tools such as Verint, NICE IEX, Aspect or Genesys.
• Strong Microsoft Excel and reporting skills.
• Excellent analytical and problem-solving abilities.
• BPO/contact center experience preferred.
• Leadership or team coordination experience is an advantage.

Mansioni

• Manage and support Workforce Management (WFM) systems.
• Handle workforce planning, staffing, scheduling and forecasting.
• Generate and analyze workforce reports.
• Monitor schedule adherence and workforce performance.
• Identify process improvements and operational efficiencies.
• Support contact center operations and system implementations.
• Assist in training and guiding junior team members.
• Ensure continuous improvement of workforce management processes.

Conoscenze

Excel & reporting

Analytical thinking

Problem solving

Leadership / coordination

BPO experience

Formazione

Bachelor's degree in a related field

Strumenti

Verint

NICE IEX

Aspect

Genesys

Descrizione del lavoro

Gratitude Philippines is hiring a WFM Software Administrator to manage and support WFM systems onsite in MOA, Philippines. The role focuses on workforce planning, scheduling, forecasting, and reporting to support contact center operations.

The ideal candidate has 1–2 years in WFM, strong Excel/reporting skills, and familiarity with Verint/NICE IEX/Aspect/Genesys. Onsite work with shifting schedules is required, with a base salary package and allowances.