JOB DESCRIPTION

Job Title: WFM Software Administrator 1 – NCLH

Work Location: MOA

Work Setup & Schedule: Onsite / Shifting

Salary: ₱32K maximum + 20% ND + ₱1K allowance

JOB DESCRIPTION

- 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.