Referso Jobs

Software Support Specialist

Flintex Consulting Pte Ltd · Posted Nov 11, 2026

Open

Jakarta, Jakarta Raya, Indonesia
2–5 years

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Software Support Specialist

Flintex Consulting Pte Ltd · Posted Nov 11, 2026

Open

Jakarta, Jakarta Raya, Indonesia
2–5 years

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Sr. Associate - Customer Care - Voice 5B

Genpact · Posted Oct 21, 2026

Open

Gurgaon, India
On-site
Full-time · Senior

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Senior Associate responsible for end-to-end workforce planning, real‑time operations management, and reporting for Payroll and Payments customer support in a voice contact center.

Responsibilities

Develop short‑term and long‑term forecasting models based on volume trends, seasonality, and business inputs
Create capacity plans aligned to demand, shrinkage, and business requirements
Partner with Operations to ensure optimal staffing and hiring plans
Continuously refine forecasting accuracy through trend analysis and historical data
Design and manage schedules to ensure optimal coverage across shifts and queues

Requirements

Bachelor's in Business Administration
Bachelor's in Communication
Bachelor's in Hospitality Management
Bachelor's in Information Technology
Bachelor's in Marketing

Skills

Workforce Management Forecasting Scheduling Real‑time queue management MIS reporting

Workforce Management & Insights Manager

Richemont · Posted Jul 15, 2026

Open

Grand Prairie, Texas, United States
Manager
6+ years

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Lead the Workforce Management team in a client relations center, optimizing staffing, scheduling, and performance metrics for luxury brand houses.

Compensation

Salary will be negotiated based on relevant skills and experience.

Responsibilities

Own all WFM processes and tools, including forecasting, scheduling, reporting and analysis
Develop and implement capacity plans using Erlang to ensure optimal staffing levels
Lead and develop a team of WFM Specialists, providing mentoring and professional development
Develop and implement metrics, reports and dashboards to measure WFM-specific KPIs
Collaborate with cross-functional teams to implement best practices in workforce management and scheduling

Skills

workforce management software Calabrio NICE IEX Verint Aspect Erlang Lean Six Sigma Black Belt

Workforce Analyst

Stanford Health Care · Posted Oct 26, 2026

Open

Newark, California, United States
On-site
Full-time
$43–$56 per hour
3+ years

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Assist in workforce planning activities including production of reports and monitoring/adjusting staffing assignments based on call volume forecasting and real-time analysis, customer requirements and service levels.

Compensation

Base Pay Scale: Generally starting at $42.93 - $55.82 per hour

Responsibilities

Assist Manager with System Administration
Generate & publish schedules
Adjust Forecast in WFM
Monitor systems to make sure services are up and running 2x/day
Monitor Schedule adherence

Requirements

Bachelor’s degree in a work related field/discipline from an accredited college or university
Nice to have: NICE
Nice to have: Verint
Nice to have: Aspect
Nice to have: capacity planning

Skills

call center technologies Excel PowerPoint Word data analysis reporting problem solving

WFM Real Time Analyst

Teleperformance · Posted Nov 6, 2026

Open

Cape Town, Western Cape, South Africa
2+ years

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Analyze real‑time and intraday workforce metrics to ensure optimal agent staffing and service levels in a call center environment.

Responsibilities

Analyze account KPI’s, call flow data and undertake analysis of real time schedule efficiency measurements to support continuous service improvement.
Manage the call volume, daily attendance and program break schedules
Assure real‑time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
Work closely with the operations team to analyze and help improve their delivery processes
Intraday real time monitoring of service levels for all contact channels (call, e-mail and chat) and queues at multiple sites (omni‑channel)

Skills

Excel IEX Aspect Calabrio Omnichannel Contact Center Software Forecasting / Workforce Management solutions

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ANALYST I, WORKFORCE MANAGEMENT

Qualfon · Posted Nov 6, 2024

Open

Manila, Philippines
3+ years

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Workforce Management Analyst responsible for forecasting, capacity planning, scheduling, real‑time management, reporting and stakeholder engagement in a contact center/BPO environment.

Responsibilities

Develop short‑term, mid‑term, and long‑term workload forecasts
Perform staffing requirement calculations based on forecasts, AHT, service level targets, shrinkage assumptions, and occupancy goals
Create capacity plans and hiring recommendations
Conduct scenario modeling and what‑if analyses
Design and optimize schedules

Requirements

Bachelor's degree in a related field
Nice to have: Power BI
Nice to have: Tableau
Nice to have: SQL
Nice to have: Erlang calculations

Skills

Forecasting Capacity Planning Scheduling Real‑Time Management Advanced Excel Verint NICE IEX

Workforce Supervisor

IntouchCX · Posted Nov 4, 2026

Open

Metro Manila, Philippines
2+ years

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Direct, manage, and supervise a team of Workforce Analysts and Specialists to ensure performance and development aligned with company goals and client operational expectations.

Responsibilities

Evaluate forecasting and capacity models
Provide clear communication of forecasted workload
Escalate discrepancies in data to management
Work with business leadership to coordinate processes
Advise on potential opportunities or hazards

Requirements

Post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)

Skills

Workforce Team Lead experience in both Real Time and Planning Workforce Planning experience Experience with Aspect and Verint software Aspect Verint

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