Job Title: WFM Software Administrator 1 -NCLH

‎Work Location: MOA

‎Work Setup & Schedule: Onsite/Shifting

‎Salary: 32k max,20% ND, 1k allowance

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‎JD:

‎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 support 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.

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‎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.

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‎Pre-Screening Notes

‎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:

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