WFM Systems Administrator I - Optimize Contact Center Ops

Gratitude Philippines; Manila; On-site; PHP 312,000 - 357,000; Full time

Benefits offered by this job

1k allowance

Job summary

Gratitude Philippines is hiring a WFM Software Administrator 1 to oversee staffing, scheduling, forecasting, and reporting for our Manila contact center. The role focuses on optimizing workforce planning while ensuring adherence to processes and system utilization.

Onsite work at MOA with shifting schedules, prior WFM experience in a contact center is preferred. A bachelor's degree is required and a 1–2 year background in WFM will help you succeed.

Qualifications

• Bachelor's degree required.
• 1–2 years of experience in Workforce Management (WFM), Workforce Planning, Scheduling, Forecasting, or Contact Center Operations.
• Experience supporting staffing, scheduling, forecasting, and workforce planning activities.
• Proficient in Microsoft Excel and workforce reporting.

Responsibilities

• Oversees and supports all operational aspects of workforce management within the contact center.
• Facilitates and monitors workforce planning activities, including staffing, scheduling, forecasting, and adherence to policies and procedures.
• Administers and supports WFM systems and related operational tools.
• Monitors contact center quality initiatives and support system implementations.
• Assists in the implementation and execution of training programs as needed.
• Generates and analyzes workforce reports to support operational decision-making.
• Identifies opportunities for process improvements and operational efficiencies.

Skills

WFM knowledge

Scheduling

Data analysis

Excel

Education

Bachelor's degree

Tools

WFM tools

Job description

Gratitude Philippines is hiring a WFM Software Administrator 1 to oversee staffing, scheduling, forecasting, and reporting for our Manila contact center. The role focuses on optimizing workforce planning while ensuring adherence to processes and system utilization.

Onsite work at MOA with shifting schedules, prior WFM experience in a contact center is preferred. A bachelor's degree is required and a 1–2 year background in WFM will help you succeed.