WFM Software Administrator I | Workforce Management | Contact Center | Onsite | Pasay (MOA)

Location: Mall of Asia (MOA), Pasay City, Metro Manila (Onsite)

Employment Type: Full-Time

Work Setup: Onsite

Work Schedule: Rotating/Shifting Schedule

Start Date: ASAP

Join Our Workforce Management Team

We are looking for a WFM Software Administrator I to support workforce management operations within a fast-paced contact center environment. This role is responsible for administering Workforce Management (WFM) systems, supporting staffing and scheduling activities, generating operational reports, and helping optimize workforce performance.

This opportunity is ideal for professionals with experience in Workforce Management, Workforce Planning, Scheduling, Forecasting, and Contact Center Operations who enjoy working with data, systems, and process improvements.

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

Key Responsibilities

Workforce Management Administration

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• Administer and support Workforce Management (WFM) systems and operational tools.
  
• Monitor workforce planning activities, including staffing, scheduling, forecasting, and adherence.
  
• Ensure workforce processes comply with established standards, policies, and procedures.
  
• Support multiple contact center operations when required.
  

Reporting & Analytics

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• Generate workforce reports and operational dashboards.
  
• Analyze workforce data to identify trends, staffing gaps, and optimization opportunities.
  
• Support operational decision-making through accurate reporting and data analysis.
  
• Recommend process improvements to enhance workforce efficiency and performance.
  

Operational Support

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• Assist with the implementation of workforce initiatives and operational improvements.
  
• Support quality initiatives and workforce system implementations.
  
• Assist with training programs related to workforce management tools and processes.
  
• Work independently while collaborating with cross-functional teams to achieve operational goals.
  
• Share best practices and contribute to continuous improvement initiatives.
  
• Provide guidance and day-to-day support to junior team members when needed.
  

Required Qualifications

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• Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field.
  
• 1–2 years of experience in:
  
  
  • Workforce Management (WFM)
    
  • Workforce Planning
    
  • Scheduling
    
  • Forecasting
    
  • Contact Center Operations
  
  
• Experience supporting staffing, scheduling, forecasting, and workforce planning activities.
  
• Strong analytical, reporting, and problem-solving skills.
  
• Proficiency in Microsoft Excel.
  
• Ability to work independently while managing multiple priorities.
  
• Willing to work onsite in Pasay City (MOA) on a shifting schedule.
  

Preferred Qualifications

Candidates with the following experience are highly encouraged to apply:

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• Workforce Management (WFM)
  
• Workforce Planning
  
• Contact Center Operations
  
• Capacity Planning
  
• Real-Time Adherence (RTA)
  
• Scheduling
  
• Forecasting
  
• Workforce Analytics
  
• Workforce Reporting
  
• Process Improvement
  

Experience using Workforce Management tools such as:

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• Verint WFM
  
• NICE IEX
  
• Genesys WFM
  
• Aspect WFM
  
• Calabrio
  
• Alvaria
  
• Advanced Microsoft Excel
  

Leadership or team coordination experience is an advantage.

Why Join Us?

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• Competitive salary with Night Differential and monthly allowance.
  
• Work with an experienced Workforce Management team.
  
• Exposure to enterprise-level WFM systems and contact center operations.
  
• Opportunities for career growth and professional development.
  
• Collaborative and performance-driven work environment.
  

Recruitment Process

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1. Resume Screening
   
2. Initial Interview
   
3. Hiring Manager Interview
   
4. Job Offer
   

Pre-Screening Questions

Please include the following information in your application:

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1. What is your highest educational attainment?
   
2. How many years of experience do you have in Workforce Management (WFM), Workforce Planning, Scheduling, or Forecasting?
   
3. Which WFM tools have you used? (e.g., Verint, NICE IEX, Genesys, Aspect, Calabrio, Alvaria)
   
4. How many years of experience do you have in a BPO or Contact Center environment?
   
5. Describe your experience supporting staffing, scheduling, forecasting, and workforce planning activities.
   
6. What is your level of proficiency in Microsoft Excel?
   
7. Are you willing to work onsite in Pasay City (MOA) on a shifting schedule?
   
8. What is your current or last drawn salary?
   
9. What are your salary expectations?
   
10. When are you available to start?
    

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