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!
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The Workforce Queue Analyst is responsible for real-time monitoring and management of contact center queues, ensuring optimal agent utilization, adherence to service levels, and efficient customer flow.
Job Responsibilities:**
* Proactively monitor real-time contact center queues, agent states, and performance metrics to identify and address potential service level risks.
* Manage agent skill assignments and routing to optimize queue performance and minimize customer wait times.
* Collaborate with team leaders and operations to address immediate staffing needs, system issues, or unexpected volume spikes.
* Generate and analyze real-time and historical reports on queue performance, agent productivity, and call volumes.
* Identify trends and anomalies in queue data to recommend process improvements and forecasting adjustments.
* Communicate effectively with internal stakeholders regarding queue status, potential impacts, and resolution strategies.
* Support the implementation and maintenance of workforce management tools and systems.
* Participate in post-incident reviews to understand root causes of service level breaches and implement preventative measures.
Job Qualifications:**
* Bachelor's degree in Business Administration, Statistics, Mathematics, or a related field.
* Proven experience (1-2 years) in a contact center environment, preferably in a real-time analyst, workforce management, or similar role.
* Strong analytical skills with the ability to interpret complex data and identify actionable insights.
* Proficiency in workforce management software (e.g., Aspect, Verint, Genesys WFM) and call center technologies.
* Excellent communication and interpersonal skills, with the ability to effectively collaborate with various teams.
* Ability to work under pressure and make quick, data-driven decisions in a fast-paced environment.
* Advanced proficiency in Microsoft Excel (e.g., pivot tables, VLOOKUP, complex formulas).
* Knowledge of contact center key performance indicators (KPIs) and their impact on customer experience.
Join the A-Team and experience the A-Life!
Acquire Intelligence helps companies grow faster and operate smarter through intelligent outsourcing and AI consulting.
We deliver innovative, data driven services across back office, contact center, customer experience, and digital operations. Our global outsourcing solutions include Remote Teams, Co-sourcing, and comprehensive managed services across both onshore and offshore delivery. Each solution is designed to deliver real outcomes and lasting impact.
We take an entrepreneurial approach. Fast moving, accountable, and focused on results using our proven framework of Automate. Eliminate. Reallocate.
We identify opportunities to automate with intent, remove inefficiencies, and shift work to where it creates the most value.
With teams in Australia, the United States, the Philippines, and the Dominican Republic, we bring global reach with hands on execution. And while we lead with technology, people remain at the heart of everything we do.
Founded in 2006, we are Safe, Flexible and Innovative. This is how Acquire Intelligence transforms businesses with intelligent solutions.
www.acquire.ai
