Job title : WFM Software Administrator 1 – NCLH

Work Location: MOA, Pasay City, Philippines
Work Setup: Onsite
Work Schedule: Shifting Schedule
Experience: 1–5yrs

Job Description : 

We are looking for a WFM Software Administrator 1 to support workforce management systems and operational activities for a contact center environment. The role involves workforce planning, staffing, scheduling, forecasting, reporting, and supporting WFM tools to improve operational efficiency and workforce performance.

Key Responsibilities :

• Support workforce planning activities, including staffing, scheduling, forecasting, and adherence monitoring.

• Administer and support workforce management systems and related contact center tools.

• Generate and analyze workforce reports to support operational decisions.

• Identify process improvements and operational efficiencies across contact center operations.

• Support system implementations, quality initiatives, training activities, and continuous improvement efforts.

Required Skills :

• Workforce Management (WFM) and WFM software administration

• Staffing, scheduling, forecasting, and workforce planning

• WFM tools and contact center support systems

• Microsoft Excel and workforce reporting

• Analytical thinking, problem-solving, and process improvement

Qualifications :

• Bachelor's degree in a related field.

• 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.

• Proficiency in Microsoft Excel and workforce reporting.

• Ability to work independently and manage multiple priorities.

• BPO or contact center experience is preferred.

• Leadership or team coordination experience is an advantage.