Workforce Queue Analyst

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Career development programs

Competitive compensation and benefits

Work-from-Home options

Job summary

Acquire Intelligence Philippines Inc. is seeking a Workforce Queue Analyst to monitor real-time contact center queues and optimize agent utilization to meet service levels. You will analyze queue dynamics, identify bottlenecks, and implement immediate adjustments to improve performance.

Collaborating with WFM and Operations, you will generate reports and drive continuous improvements. A degree or certification in business or statistics is a plus.

Qualifications

• 1-2 years of experience in a real-time analyst or workforce management role in a contact center.
• Strong understanding of contact center operations, metrics, and WFM principles.
• Proficiency with WFM software and contact center platforms.

Responsibilities

• Continuously monitor contact center queues (calls/chats/emails) in real-time for spikes and bottlenecks.
• Elevate queue anomalies and SLA breaches to team leaders and managers.
• Make real-time adjustments to agent assignments and queue priorities.
• 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 to align staffing forecasts with demand.
• Participate in post-incident reviews and contribute to corrective actions.
• Maintain understanding of metrics (AHT, ASA, occupancy, adherence) and impact on queues.
• Develop and document real-time queue management best practices.
• Perform other duties to support efficient contact center operations.

Skills

Real-time analytics

Queue management

WFM software

Genesys

Excel

PowerPoint

Communication

Analytical thinking

Education

Relevant degree or certification in business/stats

Tools

Genesys

Cisco

Aspect

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Job Summary

The Workforce Queue Analyst is responsible for real-time monitoring and management of contact center queues to ensure optimal agent utilization, adherence to service level agreements, and efficient customer flow. This role involves proactive identification and resolution of queue-related issues, contributing to the overall operational efficiency and customer satisfaction.

Job Responsibilities

• Continuously monitor contact center queues (e.g., inbound calls, chats, emails) in real-time, identifying spikes, dips, and potential bottlenecks.
• Proactively elevate queue anomalies and potential service level breaches to relevant stakeholders, including team leaders and operations managers.
• Implement real-time adjustments to agent assignments, skill routing, and queue priorities to optimize service levels and agent productivity.
• Communicate effectively with contact center agents and team leaders regarding queue status, upcoming changes, and performance expectations.
• Generate and analyze real-time and historical queue performance reports, identifying trends and recommending improvements.
• Collaborate with Workforce Management (WFM) and Operations teams to understand staffing forecasts and schedules, ensuring alignment with real-time queue demands.
• Participate in post-incident reviews to identify root causes of queue performance issues and contribute to corrective action plans.
• Maintain a strong understanding of contact center metrics (e.g., AHT, ASA, occupancy, adherence) and their impact on queue performance.
• Assist in the development and documentation of real-time queue management best practices and procedures.
• Perform other duties as assigned to support the efficient operation of the contact center.

Job Qualifications

• Proven experience (1-2 years) in a real-time analyst, command center, or workforce management role within a contact center environment.
• Strong understanding of contact center operations, metrics, and workforce management principles.
• Proficiency in using Workforce Management (WFM) software and contact center platforms (e.g., Genesys, Cisco, Aspect).
• Excellent analytical and problem-solving skills with the ability to make quick, data-driven decisions under pressure.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with various levels of staff.
• High level of attention to detail and accuracy.
• Ability to work effectively in a fast-paced, dynamic environment.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• A relevant degree or certification in a business, statistics, or related field is a plus.

About Us

Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Benefits

• We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Join the A-Team and experience the A-Life!

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