Remote Queue Optimization Analyst

AAPMI Acquire Asia Pacific Manila, Inc.; Quezon City; On-site; PHP 520,000 - 780,000; Full time

Job summary

AAPMI Acquire Asia Pacific Manila, Inc. is seeking a Workforce Queue Analyst to monitor real-time queues and agent performance across channels, ensuring optimal service levels and efficient resource utilization.

The role emphasizes proactive issue resolution, trend analysis, and collaboration with WFM planners to align short-term execution with long-term staffing plans, contributing to a seamless customer experience.

Qualifications

• 1-2 years of real-time analyst or WFM experience in contact center
• Strong knowledge of contact center metrics and SLA drivers
• Proficiency in Excel and Office applications
• Experience with WFM software such as Aspect/Verint/NICE WFM
• Excellent communication and collaboration with stakeholders
• Attention to detail and ability to work under pressure

Responsibilities

• Monitor real-time queues, agent states, and call flows across channels to identify SLA risks.
• Analyze historical data to forecast staffing and adjust schedules.
• Make real-time adjustments to skills and routing to meet SLAs.
• Communicate queue performance and issues to operations teams.
• Generate reports on queue performance and agent productivity.
• Collaborate with WFM planners to align real-time and long-term staffing.
• Identify and escalate system/process issues affecting queue performance.
• Contribute to ongoing WFM process and tool improvements.
• Assist in training new real-time analysts as required

Skills

Real-time analysis

WFM software

ACD systems

Advanced Excel

Communication

Stakeholder collaboration

Attention to detail

Adaptability

Education

Bachelor's degree in Business/Statistics/Operations Management

Tools

Aspect

Verint

NICE WFM

Job description

AAPMI Acquire Asia Pacific Manila, Inc. is seeking a Workforce Queue Analyst to monitor real-time queues and agent performance across channels, ensuring optimal service levels and efficient resource utilization.

The role emphasizes proactive issue resolution, trend analysis, and collaboration with WFM planners to align short-term execution with long-term staffing plans, contributing to a seamless customer experience.