ALABANG | Specialist WFM Tools Administrator

Company Summary:

Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

Position Summary:

The WFM Tool Administrator Specialist is responsible for supporting the WFM Supervisor in managing, implementing, and facilitating of the WFM tools to be used by Majorel WFM. The role requires experience using Scheduling tools to further develop and train Scheduling tool users. This specialized role will report to the WFM Supervisor.

Overall Responsibilities:

• Administration of the WFM tools – Time-square and Verint
• Implement and facilitate the WFM tools – Time-square and Verint
• Train and Support the team on the WFM tools and processes
• Help create training plans and materials for the Upskilling and Development of Majorel WFM team

Job Requirements:

• 1 – 2 years experience working in a Call Center Environment;
• Previous experience as a WFM resource
• Flexibility with work schedule
• College diploma or equivalent preferred
• Knowledge of MS Office (Excel and Powerpoint)
• Knowledge and experience in at least one scheduling tool – Verint, Aspect, Timesquare
• Proactive mindset
• Solutions and result oriented with an internal customer-centric approach
• Attention to detail and accuracy is critical
• Strong verbal, written, presentation, and interpersonal skills
• Proficiency in the English language