Workforce Queue 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

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 analysis of contact center queues and agent performance to ensure optimal service levels and efficient resource utilization. This role focuses on proactive identification and resolution of queue-related issues, contributing to a seamless customer experience.

Job Responsibilities

• Monitor real-time inbound and outbound queues, agent states, and call flows across multiple channels (voice, chat, email) to identify potential service level risks and opportunities.
• Analyze historical and real-time data to identify trends, forecast staffing needs, and recommend adjustments to workforce schedules and skill assignments.
• Implement real-time adjustments to agent skills, queues, and routing strategies to maintain service level agreements (SLAs) and optimize agent occupancy.
• Proactively communicate with operations teams and team leaders regarding queue performance, adherence, and potential issues.
• Generate and distribute regular reports on queue performance, agent productivity, and service level attainment.
• Collaborate with Workforce Management (WFM) planners to ensure alignment between real-time execution and long-term staffing plans.
• Identify and escalated system or process issues impacting queue performance to appropriate support teams.
• Contribute to the continuous improvement of WFM processes and tools.
• Assist in training and mentoring new real-time analysts as required.

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 metrics, KPIs, and service level drivers (e.g., AHT, ASA, Occupancy, Adherence).
• Proficiency in Workforce Management (WFM) software (e.g., Aspect, Verint, NICE WFM) and ACD systems.
• Advanced analytical skills with the ability to interpret complex data and make data-driven decisions under pressure.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with various stakeholders.
• High level of attention to detail and accuracy.
• Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities.
• Proficient in Microsoft Excel and other Office applications.
• Knowledge of contact center operations and best practices.
• Bachelor’s degree in a relevant field (e.g., Business, Statistics, Operations Management) is a plus.

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