WFM Software Administrator 1 - NCLH

Job Overview & Details

• Work Location: Mall of Asia (MOA), Pasay City

• Work Setup & Schedule: Onsite | Shifting Schedule

• Compensation & Benefits:

  • Base Salary: Up to PHP 32,000 / month (Max)

  • Night Differential: 20%

  • Allowance: PHP 1,000 / month

Job Description & Key Responsibilities

• WFM System Administration & Support: Administer, configure, and maintain workforce management (WFM) software and related operational tools across contact center operations.

• Workforce Planning & Adherence: Facilitate and monitor core WFM activities, including staffing, scheduling, capacity planning, forecasting, and policy adherence.

• Reporting & Analytics: Generate, analyze, and present key workforce performance reports to drive data-driven operational decisions.

• Process Improvement: Continuously identify operational bottlenecks, suggest efficiency gains, and share WFM best practices across teams.

• Operational & Quality Support: Track quality initiatives, assist with WFM system implementations, and support multiple contact center lines of business as required.

• Team Guidance & Training: Assist with WFM training execution and provide operational guidance to junior team members to meet day-to-day objectives.

Qualifications & Requirements

• Education: Bachelor's degree in a related field (e.g., Information Technology, Statistics, Business Administration, or equivalent).

• Experience:

  • 1–2 years of experience in Workforce Management (WFM), Workforce Planning, Scheduling, Forecasting, or BPO/Contact Center Operations.

  • Hands-on experience with WFM tools (e.g., NICE IEX, Verint, Aspect, Genesys, or similar platforms).

• Technical Skills:

  • High proficiency in Microsoft Excel (complex formulas, reporting, and dashboard creation).

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

• Soft Skills & Attributes:

  • Proven ability to work independently, manage competing priorities, and follow established operational guidelines.

  • Experience in team coordination or leadership is an advantage.