WFM Software Administrator 1 - NCLH

Work Location: MOA
Work Setup: Onsite
Schedule: Shifting

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

Job Description

We are looking for a WFM Software Administrator 1 to support workforce management operations within a contact center environment. The role will be responsible for workforce planning, scheduling, forecasting, reporting, and administration of WFM systems and operational tools.

Key Responsibilities:

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

• Administer and support WFM systems and related operational tools.

• Monitor workforce adherence, operational performance, and established policies and procedures.

• Generate, maintain, and analyze workforce management reports to support operational decision-making.

• Support contact center quality initiatives and system implementations.

• Identify opportunities for process improvements and operational efficiencies.

• Assist with the implementation and execution of training programs when required.

• Provide workforce management support across multiple contact center operations as needed.

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

• Share best practices and develop effective solutions to operational challenges.

• Guide junior team members and assist with day-to-day operational objectives when required.

• Contribute to the continuous improvement of workforce management processes and activities.

Qualifications

• Bachelor's degree in a related field.

• 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.

• Proficiency in Microsoft Excel and workforce reporting.

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

• 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.

• Willingness to work onsite and on a shifting schedule.

Pre-Screening Questions

• Educational Attainment:

• Years of Experience in WFM Software Administration:

• WFM Tools Used: (e.g., Verint, NICE IEX, Aspect, Genesys, etc.)

• BPO/Contact Center Experience: (Total years and scope of experience)

• Last Drawn Salary: