WFM Software Analyst - Teleperformance MOA | URGENT!

Teleperformance; Philippines; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Health benefits

Training & development

Career growth

Team environment

Full-time employment

Employee assistance programmes

Flexible work

Job summary

Teleperformance is seeking a WFM Software Administrator at Mall of Asia, Pasay City, Metro Manila. This full-time role maintains our WFM software, supports contact centre operations, and drives scheduling efficiency and productivity.

You will administer, configure, and optimise WFM platforms; provide user support; and collaborate with IT and vendors on updates. Strong problem solving and data reporting are essential.

Qualifications

• WFM admin experience in a contact centre or service environment.
• Strong knowledge of core WFM functions and modules.
• Experience with config, user management and troubleshooting.
• Ability to troubleshoot and resolve issues quickly.
• Excellent communication for diverse user groups.
• Proficiency in data analysis and reporting tools.
• Understanding of contact centre operations and scheduling.
• Ability to prioritise multiple tasks in a fast pace setting.
• Familiarity with IT systems, databases and integrations.
• Certification or formal training in WFM platforms.
• Experience in fast-paced multinational contact centres.

Responsibilities

• Administer and maintain WFM software platforms for uptime and performance.
• Provide technical support to WFM users and troubleshoot issues.
• Monitor performance, generate reports and identify improvements.
• Configure WFM settings to meet business needs.
• Manage user access, permissions, and security within WFM.
• Coordinate with IT and vendors for updates and new features.
• Document configurations and troubleshooting procedures.
• Train and support WFM teammates on software use.
• Collaborate with WFM and operations for alignment.
• Conduct system testing and ensure data integrity.

Skills

WFM admin experience

Contact centre knowledge

Data analysis

Troubleshooting

Reporting tools

System configuration

User management

Security protocols

Problem solving

Communication skills

IT systems knowledge

Education

WFM certification or training

Tools

WFM platforms

IT systems

Databases

Software integration

Job description

About the role

Teleperformance is seeking a WFM Software Administrator to join our dynamic team at our Mall of Asia location in Pasay City, Metro Manila. This is a full-time position that plays a crucial role in managing and maintaining our Workforce Management (WFM) software systems. As WFM Software Administrator, you will be responsible for ensuring optimal performance of our WFM platforms, supporting our contact centre operations, and enabling our teams to deliver exceptional customer service. This position is strategically important to our operations, as it directly impacts scheduling efficiency, resource allocation, and overall contact centre productivity.

What you'll be doing

1. Administer and maintain WFM software platforms to ensure continuous system availability and optimal performance




2. Provide technical support to WFM users, troubleshooting system issues and resolving user-reported problems promptly




3. Monitor system performance, generate reports, and identify areas for improvement and optimisation




4. Configure and customise WFM software settings to align with business requirements and operational needs




5. Manage user access, permissions, and security protocols within the WFM system




6. Coordinate with IT teams and software vendors to implement updates, patches, and new features




7. Document system configurations, processes, and troubleshooting procedures for knowledge management




8. Train and support WFM team members on software functionality and best practices




9. Collaborate with workforce management and operations teams to ensure system alignment with business objectives




10. Conduct system testing and quality assurance to ensure reliability and data integrity

What we're looking for

1. Proven experience with WFM software administration, ideally in a contact centre or customer service environment




2. Strong technical knowledge of workforce management systems and their core functionalities




3. Experience with system configuration, user management, and troubleshooting




4. Excellent problem-solving skills and the ability to work under pressure




5. Strong communication and interpersonal skills to support diverse user groups




6. Proficiency with data analysis and reporting tools




7. Knowledge of contact centre operations and scheduling principles




8. Ability to prioritise multiple tasks and manage competing demands effectively




9. Familiarity with IT systems, databases, and software integration concepts




10. Preferred: Certification or formal training in WFM software platforms




11. Preferred: Previous experience in a fast-paced, multinational contact centre environment

About us

Teleperformance is a leading global omnichannel customer experience and digital business services company. We work with the world's most innovative brands to deliver exceptional customer experiences that inspire loyalty and growth. With operations across multiple countries and industries, we are committed to creating a workplace where talent thrives and innovation flourishes. Our company values excellence, integrity, and customer-centricity, and we pride ourselves on fostering a collaborative and inclusive work environment where employees can achieve their full potential.

What we offer

1. Comprehensive health and wellness benefits package




2. Professional development and training opportunities to advance your career




3. Career growth prospects within a global organisation




4. Supportive and collaborative team environment




5. Full-time employment with job security




6. Access to employee assistance programmes and support services




7. Flexible work arrangements where applicable