Real-Time Queue Analyst | Optimize Contact Center

Acquire.AI; Pasig, Hinoba-an; Presencial; PHP 391.000 - 725.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Career development

Competitive compensation

Work-from-Home options

Descripción de la vacante

Acquire Intelligence is seeking a Workforce Queue Analyst to monitor and manage real-time contact center queues, ensuring efficient flow and adherence to SLAs. You will adjust agent allocations, communicate status, and produce performance reports to drive improvements.

Candidate should have 1–2 years in a real-time/command center role, strong analytics, and proficiency with WFM tools. A collaborative, fast-paced environment and competitive benefits are offered.

Formación

• 1–2 years in real-time analytics, command center or WFM in a contact center.
• Strong understanding of contact center operations and metrics.
• Data-driven, able to make quick decisions under pressure.
• Excellent communication and collaboration across staff levels.
• Attention to detail and fast-paced work adaptability.
• MS Office proficiency (Excel, Word, PowerPoint) preferred.

Responsabilidades

• Real-time monitoring of queues (calls, chats, emails) and spike detection.
• Elevate anomalies and SLA breaches to stakeholders.
• Adjust agent assignments and routing to optimize service levels.
• Communicate queue status and changes to teams and leaders.
• Generate real-time and historical queue reports and trends.
• Collaborate with WFM and Operations on staffing forecasts.
• Participate in post-incident reviews and action plans.
• Maintain understanding of AHT, ASA, occupancy, adherence and impact.
• Develop and document real-time queue management best practices.
• Perform other duties to support efficient contact center operations.

Conocimientos

Real-time analysis

Contact center knowledge

Analytical thinking

Communication

Educación

Degree in business / statistics / related field

Herramientas

Genesys

Cisco

Aspect

Excel

Word

PowerPoint

Descripción del empleo

Acquire Intelligence is seeking a Workforce Queue Analyst to monitor and manage real-time contact center queues, ensuring efficient flow and adherence to SLAs. You will adjust agent allocations, communicate status, and produce performance reports to drive improvements.

Candidate should have 1–2 years in a real-time/command center role, strong analytics, and proficiency with WFM tools. A collaborative, fast-paced environment and competitive benefits are offered.