Workforce Queue Analyst
Acquire BPO · Quezon City
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 escalate 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!