Job Title: WFM Software Administrator 1 - NCLH

Work Location: MOA, Pasay City
Work Setup: Onsite
Shift Schedule: Shifting
Salary Package: Up to PHP 32,000 + 20% Night Differential + PHP 1,000 Allowance

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

Mandatory Application Requirement:
All applicants must complete the questionnaire below as part of the application process. Applications submitted without the completed form will not be considered.

Questionnaire Link: https://myglit.com/lateral/cref/bfaeb09daf

Job Overview

We are seeking a WFM Software Administrator to support workforce management operations within a contact center environment. The role involves workforce planning, scheduling, forecasting, reporting, system administration, and operational support to ensure efficient workforce utilization and business performance.

Key Responsibilities

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

• Administer and maintain WFM systems and operational support tools.

• Generate, analyze, and distribute workforce reports and performance metrics.

• Monitor workforce-related processes and identify improvement opportunities.

• Assist with contact center operational initiatives and system implementations.

• Support training and knowledge-sharing activities when required.

• Ensure compliance with workforce management policies and procedures.

• Collaborate with operations teams to improve efficiency and service delivery.

• Support multiple contact center programs as needed.

• Provide guidance and assistance to junior team members when required.

Qualifications

• Bachelor's degree in a related field.

• At least 1–2 years of experience in Workforce Management, Workforce Planning, Scheduling, Forecasting, or Contact Center Operations.

• Experience supporting staffing, scheduling, and forecasting activities.

• Knowledge of workforce management tools such as Verint, NICE IEX, Aspect, Genesys, or similar platforms.

• Strong analytical and reporting skills.

• Advanced proficiency in Microsoft Excel.

• Excellent problem-solving and organizational skills.

• Ability to work independently and manage multiple priorities.

• BPO or contact center experience is preferred.

• Leadership or team coordination experience is an advantage.