Real-Time Queue Analyst - Contact Center Ops

Acquire Intelligence; Pasig; On-site; PHP 420,000 - 660,000; Full time

Job summary

Acquire Intelligence is seeking a Workforce Queue Analyst to monitor real-time queues in our contact center and manage agent allocations to support SLA targets. The role emphasizes proactive issue detection, data-driven decisions, and close collaboration with WFM and operations teams.

You will analyze queue trends, generate reports, and implement adjustments to optimize service levels while maintaining high customer satisfaction in a fast-paced environment.

Qualifications

• 1-2 years experience in a real-time analyst, command center, or workforce management role within a contact center environment.
• Strong understanding of contact center operations, metrics, and workforce management principles.
• Proficiency in using Workforce Management (WFM) software and contact center platforms (e.g., Genesys, Cisco, Aspect).
• Excellent analytical and problem-solving skills with ability to make quick, data-driven decisions under pressure.

Responsibilities

• Continuously monitor contact center queues in real-time, identifying spikes, dips, and potential bottlenecks.
• Proactively escalation queue anomalies and potential service level breaches to relevant stakeholders.
• Implement real-time adjustments to agent assignments, skill routing, and queue priorities to optimize service levels and agent productivity.
• Communicate effectively with contact center agents and team leaders regarding queue status, upcoming changes, and performance expectations.
• Generate and analyze real-time and historical queue performance reports, identifying trends and recommending improvements.
• Collaborate with WFM and Operations teams to understand staffing forecasts and schedules, ensuring alignment with real-time queue demands.
• Participate in post-incident reviews to identify root causes of queue performance issues and contribute to corrective action plans.
• Maintain a strong understanding of contact center metrics (e.g., AHT, ASA, occupancy, adherence) and their impact on queue performance.
• Assist in the development and documentation of real-time queue management best practices and procedures.
• Perform other duties as assigned to support the efficient operation of the contact center.

Skills

Real-time analytics

Attention to detail

Communication skills

Analytical thinking

Data-driven decisions

Education

Bachelor's degree in Business/Statistics

Tools

Genesys

Cisco

Aspect

Job description

Acquire Intelligence is seeking a Workforce Queue Analyst to monitor real-time queues in our contact center and manage agent allocations to support SLA targets. The role emphasizes proactive issue detection, data-driven decisions, and close collaboration with WFM and operations teams.

You will analyze queue trends, generate reports, and implement adjustments to optimize service levels while maintaining high customer satisfaction in a fast-paced environment.