Job Title: WFM Software Administrator I – NCLH

Location: MOA, Pasay City, Philippines
Work Setup: Onsite
Shift: Shifting Schedule
Employment Type: Permanent

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

Job Summary

We are looking for a WFM Software Administrator I to support workforce management operations within a contact center environment. The successful candidate will assist in workforce planning, scheduling, forecasting, reporting, and WFM system administration while ensuring operational efficiency and service level achievement.

Key Responsibilities

• Support workforce planning activities including staffing, scheduling, forecasting, and adherence monitoring.

• Administer and maintain Workforce Management (WFM) systems and operational tools.

• Generate workforce reports and analyze operational data to support business decisions.

• Monitor workforce performance and identify opportunities for process improvements.

• Support implementation of contact center quality initiatives and operational support systems.

• Assist with training implementation when required.

• Work closely with Operations and WFM teams to achieve service level objectives.

• Maintain documentation and ensure compliance with established WFM processes.

• Provide operational support across multiple contact center programs.

• Share best practices and recommend improvements to workforce management processes.

Required Qualifications

• Bachelor's Degree in a related field.

• 1–2 years of experience in:

  • Workforce Management (WFM)

  • Workforce Planning

  • Scheduling

  • Forecasting

  • Contact Center Operations

• Experience supporting staffing, scheduling, and workforce planning activities.

• Knowledge of WFM tools such as:

  • Verint

  • NICE IEX

  • Aspect

  • Genesys

• Strong Microsoft Excel and reporting skills.

• Strong analytical and problem-solving abilities.

• Ability to manage multiple priorities independently.

• Experience in a BPO/Contact Center environment is preferred.

• Leadership or team coordination experience is an advantage.

• Must not be a current or former Teleperformance employee.

Preferred Skills

• Workforce Management (WFM)

• Workforce Planning

• Scheduling

• Forecasting

• Capacity Planning

• Reporting

• Verint

• NICE IEX

• Aspect

• Genesys

• Microsoft Excel

• Data Analysis

• Contact Center Operations

• Process Improvement

Recruitment Process

• Initial Screening

• Operations Interview

• Final Interview

Pre-Screening Questions

• What is your highest educational attainment?

• How many years of experience do you have in Workforce Management or WFM Software Administration?

• Which WFM tools have you used (Verint, NICE IEX, Aspect, Genesys, etc.)?

• How many years of BPO/Contact Center experience do you have?

• What is your current salary?

• What is your expected salary?

• Are you willing to work onsite at MOA on a shifting schedule?