Workforce System Administrator jobs at Nice in Philippines, Manila

The WFM Supervisor works within the WFM department. The WFM supervisor has an executive role in a hierarchical management structure. In virtually all cases, this involves managing WFM Planners, WFM Schedulers, WFM RTA/Traffic.

In the case of this, position is reporting to a WFM Manager, the role predominantly deals with the human side of management and has a more indirect responsibility for the performance of the department.

A good knowledge of the WFM process (particularly the part where the team members (reports) are responsible for) and Customer Care/Call Centers, Proficient at communicating at different levels and coaching skills are required and essential for this position.

Have you got what it takes?

• Minimum of 5 years in contact center workforce role.
• Master’s degree any direction OR Bachelor level with relevant direction (mathematics, statistics, economics, informatics)
• Knowledge about COPC is preferred
• LEAN 6sigma is preferred
• Coaching and employee development skills
• Punctual and accurate work methods
• Convincing and influencing skills
• Customer orientated
• Organization awareness
• Strong communication skills (on different levels within the organization)
• Initiative
• Good knowledge of contact centre procedures
• MS Office and specifically Excel
• Knowledge of the area of responsibility
• Flexible
• Basic analytical/mathematical skills
• Advanced Written and verbal communication skills (included English)

WFM Manager
Individual Contributor

How will you make an impact?

• Administer Salesforce system, including user roles, security settings, profiles, workflow rules, and data integrity.
• Collaborate with various teams to ensure effective reporting, manage ad hoc requests, and enhance report/dashboard usability.
• Oversee dashboards, reports, forms, templates, custom objects, and layouts.
• Promote Salesforce adoption through documentation, support, and training for users.
• Maintain data quality through regular reporting, analysis, de-duplication, and process improvements.
• Provide first-level support for issue resolution and escalation across teams.
• Design and implement custom features, evaluate third-party solutions and stay updated with Salesforce release features and special projects.

Have you got what it takes?

• Bachelor's Degree from 4-year accredited College/University, or equivalent experience.
• 5+ years' experience, a business analyst and/or service and support role.
• 5+ years of experience with operational support using Salesforce.com.
• 5+ years of experience in Salesforce.com CRM Application Administration.
• Demonstrated proficiency in user security, profile and role management, custom objects, workflow and validation rules, email templates, formulas, dashboards & reporting.
• Must be experienced in Microsoft Office applications, including MS Word, Excel and PowerPoint.
• Must be detail-oriented and have strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Able to meet deadlines, communicate delays, clarify ambiguous situations.
• Ability to work in a dynamic, fast-paced environment and pick up new skill sets quickly.
• Salesforce certification is a plus!

Manager, Cloud Operations
Individual Contributor

How will you make an impact?

• Administer Salesforce system, including user roles, security settings, profiles, workflow rules, and data integrity.
• Collaborate with various teams to ensure effective reporting, manage ad hoc requests, and enhance report/dashboard usability.
• Oversee dashboards, reports, forms, templates, custom objects, and layouts.
• Promote Salesforce adoption through documentation, support, and training for users.
• Maintain data quality through regular reporting, analysis, de-duplication, and process improvements.
• Provide first-level support for issue resolution and escalation across teams.
• Design and implement custom features, evaluate third-party solutions and stay updated with Salesforce release features and special projects.

Have you got what it takes?

• Bachelor's Degree from 4-year accredited College/University, or equivalent experience.
• 5+ years' experience, a business analyst and/or service and support role.
• 5+ years of experience with operational support using Salesforce.com.
• 5+ years of experience in Salesforce.com CRM Application Administration.
• Demonstrated proficiency in user security, profile and role management, custom objects, workflow and validation rules, email templates, formulas, dashboards & reporting.
• Must be experienced in Microsoft Office applications, including MS Word, Excel and PowerPoint.
• Must be detail-oriented and have strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Able to meet deadlines, communicate delays, clarify ambiguous situations.
• Ability to work in a dynamic, fast-paced environment and pick up new skill sets quickly.
• Salesforce certification is a plus!

Manager, Cloud Operations
Individual Contributor

How will you make an impact?

• Configure, maintain, and troubleshoot the NICE WFM IEX system, including user setup, skills assignments, schedules, and organizational structures.
• Ensure the integrity of data feeds and outputs related to workforce productivity, adherence, and performance.
• Collaborate with operations, WFM teams, IT, and other stakeholders to ensure the system meets business and operational requirements.
• Serve as the main point of contact for NICE WFM IEX system updates, enhancements, and issue resolution.
• Support integration efforts with other platforms (e.g., telephony, CRM, etc).
• Maintain accurate system documentation, including process workflows, configuration logs, and user guides.
• Conduct routine audits to ensure data accuracy and system performance.
• Provide training and support for users and stakeholders on WFM tools and system functionalities.
• Respond to user inquiries and trouble tickets related to application functionality, access, and performance.
• Perform system troubleshooting directly with users, applying deep knowledge to resolve issues efficiently and minimize disruption.
• Create and manage tickets in the NICE WISER ticketing system for issues that require escalation or vendor intervention.
• Innovate and improve system processes to enhance WFM team efficiency, accuracy, and user experience.

Have you got what it takes?

• Bachelor’s degree (BSc), preferably in Logistics, Mathematics, Economics, or related fields
• Proficient in Business English – both written and verbal
• Minimum of 2 years of hands-on experience with NICE IEX Workforce Management (WFM) , ideally in a Contact Center environment
• Deep understanding of WFM systems , with a focus on configuration, scheduling, and real-time management
• Strong skills in data analysis and the creation of insightful performance reports
• Proven ability in troubleshooting and effective problem resolution
• Excellent communication skills , able to work effectively across teams
• Strong time management and organizational abilities
• High level of accuracy and attention to detail
• Accountability and ownership of tasks and responsibilities
• Strong collaboration skills and a team-oriented approach
• A customer-centric mindset , focused on delivering value through workforce solutions

Manager, Workforce Analysis, CX
Individual Contributor

How will you make an impact?

• Administer Salesforce system, including user roles, security settings, profiles, workflow rules, and data integrity.
• Collaborate with various teams to ensure effective reporting, manage ad hoc requests, and enhance report/dashboard usability.
• Oversee dashboards, reports, forms, templates, custom objects, and layouts.
• Promote Salesforce adoption through documentation, support, and training for users.
• Maintain data quality through regular reporting, analysis, de-duplication, and process improvements.
• Provide first-level support for issue resolution and escalation across teams.
• Design and implement custom features, evaluate third-party solutions and stay updated with Salesforce release features and special projects.

Have you got what it takes?

• Bachelor's Degree from 4-year accredited College/University, or equivalent experience.
• 5+ years' experience, a business analyst and/or service and support role.
• 5+ years of experience with operational support using Salesforce.com.
• 5+ years of experience in Salesforce.com CRM Application Administration.
• Salesforce certification is a plus!

You will have an advantage if you also have:

• Demonstrated proficiency in user security, profile and role management, custom objects, workflow and validation rules, email templates, formulas, dashboards & reporting.
• Must be experienced in Microsoft Office applications, including MS Word, Excel and PowerPoint.
• Must be detail-oriented and have strong problem-solving and analytical skills.
• Excellent verbal and written communication skills are essential.
• Able to meet deadlines, communicate delays, clarify ambiguous situations.
• Ability to work in a dynamic, fast-paced environment and pick up new skill sets quickly.

Manager
Individual Contributor

How will you make an impact?

• Administer Salesforce system, including user roles, security settings, profiles, workflow rules, and data integrity.
• Collaborate with various teams to ensure effective reporting, manage ad hoc requests, and enhance report/dashboard usability.
• Oversee dashboards, reports, forms, templates, custom objects, and layouts.
• Promote Salesforce adoption through documentation, support, and training for users.
• Maintain data quality through regular reporting, analysis, de-duplication, and process improvements.
• Provide first-level support for issue resolution and escalation across teams.
• Design and implement custom features, evaluate third-party solutions and stay updated with Salesforce release features and special projects.

Have you got what it takes?

• Bachelor's Degree from 4-year accredited College/University, or equivalent experience.
• 5+ years' experience, a business analyst and/or service and support role.
• 5+ years of experience with operational support using Salesforce.com.
• 5+ years of experience in Salesforce.com CRM Application Administration.
• Salesforce certification is a plus!

You will have an advantage if you also have:

• Demonstrated proficiency in user security, profile and role management, custom objects, workflow and validation rules, email templates, formulas, dashboards & reporting.
• Must be experienced in Microsoft Office applications, including MS Word, Excel and PowerPoint.
• Must be detail-oriented and have strong problem-solving and analytical skills.
• Excellent verbal and written communication skills are essential.
• Able to meet deadlines, communicate delays, clarify ambiguous situations.
• Ability to work in a dynamic, fast-paced environment and pick up new skill sets quickly.

Manager
Individual Contributor