WFM Software Administrator 1 -NCLH

Gratitude Inc

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1 week ago

WFM Software Administrator 1 -NCLH

1-2 Year(s)

₱ 30 - ₱ 32K p.m

Manila

Job Description

Key Skills

WFM tools BPO Call center WFM Software Administrator

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Job Title: WFM Software Administrator 1 -NCLH

Work Location: MOA

Work Setup & Schedule: Onsite/Shifting

Salary: 32k max, 20% ND, 1k allowance

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.

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.

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:

Role

Account Manager

Timings

Flexible (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Oly Ezeh

Recruiter - Gratitude Inc

NA, nigeria

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