Real-Time Queue Optimization Analyst

Acquire Intelligence; Quezon City; On-site; PHP 360,000 - 600,000; Full time

Job summary

Acquire Intelligence, a global outsourcer, seeks a Workforce Queue Analyst to monitor real-time queues, agent states, and call flows across voice, chat, and email channels. You will analyze data to forecast staffing, adjust schedules, and optimize queue performance to meet SLAs.

Applicants should have 1–2 years in a real-time or WFM role, strong KPI knowledge, and experience with WFM tools and ACD systems. Excel proficiency and excellent communication are required.

Qualifications

• 1-2 years in a real-time analyst/ workforce management role in a contact center.
• Strong understanding of contact center metrics and service levels (SLAs).
• Proficiency in WFM software and ACD systems; advanced analytical skills.

Responsibilities

• Monitor real-time queues, agent states, and call flows across channels to identify risks and opportunities.
• Analyze historical and real-time data to forecast staffing needs and adjust schedules/skills.

Skills

Real-time analysis

KPI tracking

Stakeholder communication

Adaptability

Attention to detail

Education

Bachelor’s degree in Business/Statistics/Operations

Tools

WFM software

ACD systems

Excel

Job description

Acquire Intelligence, a global outsourcer, seeks a Workforce Queue Analyst to monitor real-time queues, agent states, and call flows across voice, chat, and email channels. You will analyze data to forecast staffing, adjust schedules, and optimize queue performance to meet SLAs.

Applicants should have 1–2 years in a real-time or WFM role, strong KPI knowledge, and experience with WFM tools and ACD systems. Excel proficiency and excellent communication are required.