Workforce Queue 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

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 escape 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! 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.

Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to [e-mail]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/