# Job Description: WFM Software Administrator 1 – NCLH

**Location:** MOA (Mall of Asia), Philippines\

**Work Setup:** Onsite\

**Work Schedule:** Shifting\

**Salary:** Up to ₱32,000 per month\

**Additional Benefits:** 20% Night Differential (ND) and ₱1,000 allowance\

**Experience:** 1–2 years in Workforce Management (WFM) or related contact center operations\

**Education:** Bachelor’s degree in a related field\

**Hiring Status:** Urgent Hiring

## Job Overview

The WFM Software Administrator 1 supports workforce management operations within a contact center by administering WFM systems, assisting with staffing and scheduling activities, monitoring workforce performance, and generating reports to support operational decision-making. The role helps ensure efficient resource utilization, schedule adherence, and continuous improvement across contact center operations.

## Key Responsibilities

- Administer and support workforce management (WFM) systems and related operational tools.

- Assist with workforce planning activities, including staffing, scheduling, forecasting, and resource allocation.

- Monitor schedule adherence and compliance with workforce management policies and procedures.

- Generate, analyze, and maintain workforce reports to support operational planning and decision-making.

- Identify opportunities to improve workforce efficiency, productivity, and operational processes.

- Support contact center quality initiatives, system implementations, and related operational activities.

- Assist with training programs and communicate WFM procedures and best practices to team members.

- Provide workforce management support across multiple contact center operations when required.

- Troubleshoot operational challenges and recommend effective solutions.

- Work independently while following established standards, procedures, and guidelines.

- Assist junior team members and support day-to-day operational objectives when needed.

- Contribute to the continuous improvement of workforce management processes.

## Qualifications and Requirements

- Bachelor’s degree in a related field.

- At least 1–2 years of experience in WFM software administration, workforce planning, scheduling, forecasting, or contact center operations.

- Practical knowledge of staffing, scheduling, forecasting, and workforce planning activities.

- Familiarity with WFM tools such as Verint, NICE IEX, Aspect, Genesys, or similar platforms.

- Proficiency in Microsoft Excel and workforce reporting.

- Strong analytical, problem-solving, and organizational skills.

- Ability to manage multiple priorities and work independently.

- Previous experience in a BPO or contact center environment is preferred.

- Leadership, team coordination, or mentoring experience is an advantage.

- Willingness to work onsite at MOA on a shifting schedule.

## Pre-Screening Questions

1. What is your highest educational attainment?

2. How many years of experience do you have in WFM software administration?

3. Which WFM tools have you used (e.g., Verint, NICE IEX, Aspect, or Genesys)?

4. How many years of BPO/contact center experience do you have, and what were your primary responsibilities?

5. What is your last drawn salary?

6. Are you willing to work onsite at MOA on a shifting schedule?

7. Are you comfortable with the salary package of up to ₱32,000 per month, plus 20% night differential and a ₱1,000 allowance?

## Important Hiring Note

**Former Teleperformance employees are not eligible for rehire**, whether directly or through a third party.

Clarify the urgent hiring statusAdd the NCLH account context