WFM Software Administrator I – Contact Center Operations

 Location: MOA, Pasay City

Work Setup: Onsite

Work Schedule: Shifting Schedule

Start Date: ASAP

Join Our Workforce Management Team!

We are looking for a detail-oriented and analytical WFM Software Administrator I to support workforce management operations in a fast-paced contact center environment. This role is ideal for professionals with experience in workforce planning, scheduling, forecasting, reporting, and WFM systems who are passionate about improving operational efficiency.

Key Responsibilities

• Support daily workforce management operations, including staffing, scheduling, forecasting, and workforce planning.
• Administer and maintain WFM systems and operational support tools.
• Generate, analyze, and interpret workforce reports to support business decisions.
• Monitor workforce performance and ensure adherence to operational policies and procedures.
• Assist in implementing workforce management initiatives and contact center support systems.
• Identify process improvement opportunities to enhance workforce efficiency.
• Support multiple contact center operations and collaborate with cross-functional teams.
• Troubleshoot workforce-related issues and recommend effective solutions.
• Provide guidance to junior team members and assist with day-to-day operational 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.
• Knowledge of Workforce Management (WFM) tools and contact center support systems.
• Strong analytical, reporting, and problem-solving skills.
• Advanced proficiency in Microsoft Excel.
• Ability to manage multiple priorities independently.
• Experience in a BPO or contact center environment is preferred.
• Leadership or team coordination experience is an advantage.

Why Join Us?

• Competitive compensation package
• Night differential and additional allowance
• Career growth opportunities
• Collaborative and dynamic work environment
• Exposure to enterprise workforce management systems