Referso Jobs

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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Workforce Management Coordinator

adt · Posted Nov 4, 2026

Open

Newport, Kentucky, United States
On-site
Full-time · Mid
$20–$21 per hour
5+ years

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Proactively monitors service level efficiencies and coordinates the execution of contingency plans to improve service deficiencies related to volume, average handle time, or forecast.

Compensation

The pay range for this role is $20.00 to $21.00 an hour and is based on experience and qualifications.

Responsibilities

Utilize IDP's to determine variances to forecast, average handle time and staffing
Document any actions taken or issues impacting performance
Queue Monitoring—Monitor site performance to ensure service levels and Abandonment Rate metrics are met
Review hold times and availability. Perform skill changes when thresholds/efficiency/service levels are in jeopardy to ensure queues do not negatively impact customer satisfaction
Analyze IDP's throughout the day to determine if service levels goals are at risk

Requirements

High school diploma or GED
two year degree preferred

Skills

Strong analytical and critical thinking skills Ability to communicate effectively verbally and in writing Intermediate PC skills: Word, Excel, Access

Senior Business Analyst (Endur) - Manager - Energy & Commodities

Publicis Groupe Holdings B.V · Posted Nov 5, 2024

Open

London, England, United Kingdom
Hybrid
Full-time · Senior
5+ years

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Senior Business Analyst in the energy & commodities trading space, advising clients on ETRM product strategy and digital transformation.

Responsibilities

Partner with clients to articulate business goals and value pools
Develop solution hypotheses iteratively based on team experience
Translate product strategy into a roadmap with user stories and features
Establish objective goals and acceptance criteria using metrics and KPIs
Design and enable digital transformation initiatives using Lean and Agile practices

Skills

SQL NoSQL MySQL Agile Lean SAFe Product Owner Agile Product Manager Endur ETRM Rightangle Orchestrade

Workforce Management Analyst

The businesses of Merck KGaA, Darmstadt, Germany · Posted Nov 3, 2026

Open

Costa Rica, Costa Rica
Associate
2+ years

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Detail-oriented and analytical Workforce Management (WFM) Analyst responsible for forecasting, scheduling, and real-time management of workforce resources to ensure optimal service levels and operational efficiency.

Responsibilities

Develop accurate short- and long-term volume forecasts based on historical data, trends, and business inputs.
Create and optimize staffing schedules to meet service level agreements (SLAs) and operational targets.
Monitor real-time performance, adherence, and service levels, adjusting staffing plans as needed to address intraday fluctuations.
Analyze workforce data (attendance, shrinkage, occupancy, utilization) and produce regular reporting and dashboards for stakeholders.
Identify trends, risks, and improvement opportunities in staffing efficiency and recommend corrective actions.

Requirements

Nice to have: Genesys workforce management
Nice to have: contact center platforms
Nice to have: NICE
Nice to have: Verint
Nice to have: Aspect

Skills

data analytics scheduling forecasting Microsoft Excel

Sr. Associate - Customer Care - Voice

Sr. Associate - Customer Care - Voice

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Workforce Management & Insights Manager

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Workforce Analyst

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WFM Real Time Analyst

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ANALYST I, WORKFORCE MANAGEMENT

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Workforce Supervisor

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Workforce Management Coordinator

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Senior Business Analyst (Endur) - Manager - Energy & Commodities

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Workforce Management Analyst

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Aspect jobs

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