Real-Time Queue Optimizer for Contact Centers

Acquire Intelligence; Pasig; On-site; PHP 300,000 - 540,000; Full time

Job summary

Acquire Intelligence in the Philippines is seeking a Workforce Queue Analyst to monitor real-time contact center queues, optimize agent utilization, and ensure SLA adherence. You will analyze queue trends, adjust staffing and routing, and collaborate with WFM and Operations to improve customer flow and service levels.

This role requires strong analytical skills and proficiency with WFM tools like Genesys, Cisco, and Aspect, enabling rapid, data-driven decisions in a fast-paced environment.

Qualifications

• Proven ability to monitor real-time queues and identify anomalies.
• Strong analytical and data-driven decision making under pressure.
• Experience with WFM software and contact center platforms.

Responsibilities

• Continuously monitor contact center queues in real-time and identify spikes or bottlenecks.
• Escalate queue anomalies and SLA breaches to stakeholders.
• Adjust agent allocations and routing to optimize service levels.
• Communicate queue status and performance expectations to agents and leads.
• Generate real-time and historical queue performance reports and identify trends.
• Collaborate with WFM and Operations on staffing forecasts and schedules.
• Participate in post-incident reviews to identify root causes and corrective actions.
• Maintain knowledge of contact center metrics and their impact on queue performance.
• Assist in developing real-time queue management best practices.

Skills

Real-time analysis

Data analytics

Communication

Excel

Decision making

Education

Bachelor's degree in business/statistics

Tools

Genesys

Cisco

Aspect

Job description

Acquire Intelligence in the Philippines is seeking a Workforce Queue Analyst to monitor real-time contact center queues, optimize agent utilization, and ensure SLA adherence. You will analyze queue trends, adjust staffing and routing, and collaborate with WFM and Operations to improve customer flow and service levels.

This role requires strong analytical skills and proficiency with WFM tools like Genesys, Cisco, and Aspect, enabling rapid, data-driven decisions in a fast-paced environment.