WFM Systems Administrator — Scheduling & Analytics

Gratitude Philippines; Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

Gratitude Philippines is seeking a WFM Software Administrator to support workforce management within our contact center. You will oversee operations, assist with staffing, scheduling, forecasting, and adherence activities, and administer WFM systems and tools.

The role emphasizes data-driven decision making, reporting, and continuous process improvements. The position requires 1–2 years in WFM or related operations and a bachelor’s degree. On-site work is expected in Metro Manila.

Qualifications

• Bachelor's degree in a related field.
• 1–2 years of experience in Workforce Management or related operations.
• Hands-on experience supporting staffing, scheduling, forecasting, and planning.
• Experience with WFM software and contact center systems.
• Strong analytical, reporting, and organizational skills.
• Proficiency in Microsoft Excel and workforce reporting.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Oversee and support operational aspects of Workforce Management within the contact center.
• Support staffing, scheduling, forecasting, and adherence activities.
• Administer and provide operational support for WFM systems and tools.

Skills

WFM Operations

Data analysis

Excel proficiency

Independent work

Leadership

Education

Bachelor's degree

Tools

Verint

NICE IEX

Aspect

Genesys

WFM software

Job description

Gratitude Philippines is seeking a WFM Software Administrator to support workforce management within our contact center. You will oversee operations, assist with staffing, scheduling, forecasting, and adherence activities, and administer WFM systems and tools.

The role emphasizes data-driven decision making, reporting, and continuous process improvements. The position requires 1–2 years in WFM or related operations and a bachelor’s degree. On-site work is expected in Metro Manila.