Real-Time Queue Analyst | Optimize Service Levels

Acquire Intelligence; Philippines; On-site; PHP 420,000 - 600,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Epic Yearly Kick-Off Parties

Value Awards recognition

Internal promotions

Leadership training courses

Job summary

Acquire Intelligence, an award-winning global outsourcer, is hiring a Workforce Queue Analyst to monitor and manage real-time contact center queues from Eastwood. You will help maintain service levels, agent productivity, and customer satisfaction by making data-driven decisions when queue conditions change.

The role requires a Bachelor’s degree and at least 2 years in a real-time analyst or workforce management role, with proficiency in WFM software (Genesys, NICE, Verint, Aspect) and strong

Qualifications

• Bachelor’s degree in a related field is preferred.
• Minimum of 2 years in a real-time analyst or workforce management role in a contact center.
• Proficiency with WFM software and strong Excel skills.
• Ability to analyze data and communicate findings clearly.

Responsibilities

• Monitor real-time queue performance across voice, chat, and email.
• Analyze incoming volume and agent adherence to schedules to address service level risks.
• Implement real-time adjustments to assignments and break schedules.
• Escalate system issues affecting queue flow or productivity.

Skills

Real-time analysis

Data interpretation

Communication skills

Excel proficiency

WFM software proficiency

Education

Bachelor’s degree in Business Administration / Statistics / Operations Management

Tools

Genesys

NICE

Verint

Aspect

Job description

Acquire Intelligence, an award-winning global outsourcer, is hiring a Workforce Queue Analyst to monitor and manage real-time contact center queues from Eastwood. You will help maintain service levels, agent productivity, and customer satisfaction by making data-driven decisions when queue conditions change.

The role requires a Bachelor’s degree and at least 2 years in a real-time analyst or workforce management role, with proficiency in WFM software (Genesys, NICE, Verint, Aspect) and strong