Description / Requirements

Job Title: WFM Software Administrator 1 - NCLH
Work Location: MOA
Work Setup & Schedule: Onsite / Shifting
Salary: 32k max, 20% ND, 1k allowance

Note: Former Teleperformance employees are not eligible for rehire—whether directly or through a third party.

Job Description (JD)

• 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 supports 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.

• Supports multiple contact center operations when required.

• Works independently while following established standards, procedures, and guidelines.

• Shares best practices and develops effective solutions to operational challenges.

• May guide junior team members and assist in setting day-to-day operational objectives.

• Ensures continuous improvement of workforce management processes and activities.

Qualifications

• Bachelor's degree in a related field.

• At least 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.

• Knowledge of WFM tools and contact center support systems.

• Strong analytical, reporting, and problem-solving skills.

• Proficient in Microsoft Excel and workforce reporting.

• Ability to work independently and manage multiple priorities.

• Experience in a BPO/contact center environment is preferred.

• Leadership or team coordination experience is an advantage.