WFM Software Administrator 1
Full-time
Snaphunt
- 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.
- 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.
Qualifications:
Vacancy posted 1 day ago
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