Workforce Management Software Administrator

Gratitude Inc

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3 hours ago

Workforce Management Software Administrator

1-3 Year(s)

Manila

Job Description

Key Skills

Data Analysis Planning Reporting Scheduling Genesys Verint WFM tools workforce administration Contact Centre BPO Skills Process Improvement Nice In Contact At least 3 years in WFM with Scheduling background working with WFM tools i.e. Verint, IEX planning issues, including staffing, scheduling and forecasting systems, and policy and procedure. WFM tools (e.g., NICE, Verint, Aspect)

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JOB TITLE: Workforce Management Software Administrator

LOCATION: Mall of Asia, Pasay City, Metro Manila
WORK SETUP: Work From Office / Onsite
WORK SHIFT: Shifting Schedule
EMPLOYMENT TYPE: Full Time
SALARY: Up to PHP 32,000 Monthly
NIGHT DIFFERENTIAL: 20%
ALLOWANCE: PHP 1,000 Monthly
EXPERIENCE REQUIRED: 1 to 2 Years

ROLE OVERVIEW

We are urgently hiring a Workforce Management Software Administrator with experience supporting WFM systems and workforce-planning activities in a BPO or contact centre environment.

The successful candidate will administer WFM tools, assist with staffing, scheduling, forecasting, reporting, and adherence monitoring, and help improve workforce operations.

KEY RESPONSIBILITIES

• Administer and support WFM systems and related operational tools
• Support staffing, scheduling, forecasting, and workforce-planning activities
• Monitor schedule adherence and compliance with WFM policies and procedures
• Generate and analyse workforce reports for operational decision-making
• Maintain accurate workforce data and system records
• Troubleshoot basic WFM system and operational issues
• Coordinate with operations and support teams to resolve workforce concerns
• Support contact centre quality initiatives and system implementations
• Assist with training programmes when required
• Identify process gaps and recommend operational improvements
• Support multiple contact centre operations when assigned
• Share best practices and assist junior team members when needed
• Work independently according to established standards and procedures

QUALIFICATIONS

• Bachelor’s degree in a relevant field
• One to two years of experience in Workforce Management, workforce planning, scheduling, forecasting, reporting, or contact centre operations
• Experience supporting staffing, scheduling, forecasting, and workforce-planning activities
• Practical knowledge of WFM tools such as Verint, NICE IEX, Aspect, Genesys, or similar platforms
• Experience in a BPO or contact centre environment is preferred
• Strong Microsoft Excel and workforce-reporting skill
• Strong analytical, reporting, and problem-solving abilities
• Ability to work independently and manage multiple priorities
• Good communication and collaboration skills
• Leadership or team-coordination experience is an advantage
• Willing to work onsite in the Mall of Asia area
• Willing to follow a shifting schedule

KEY SKILLS

• Workforce Management
• WFM System Administration
• Workforce Planning
• Staffing
• Scheduling
• Forecasting
• Schedule Adherence
• Workforce Reporting
• Microsoft Excel
• Data Analysis
• Contact Centre Operations
• BPO Experience
• Verint
• NICE IEX
• Aspect
• Genesys
• Process Improvement

PRE-SCREENING QUESTIONS

What is your highest qualification, current or most recent role, and total years of WFM and BPO experience?
Briefly describe your experience with WFM system administration, staffing, scheduling, forecasting, reporting, and Microsoft Excel.
Which WFM tools have you used, such as Verint, NICE IEX, Aspect, or Genesys?
Are you willing to work onsite at MOA, Pasay City, on a shifting schedule?
What are your current or last salary, expected salary, notice period, and earliest available start date?

Role

Customer Service Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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