Workforce Queue Analyst

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

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 escalate 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.

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