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, 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!
Skills Required
- Bachelor's degree in Business Administration, Statistics, Mathematics, or related field
- 1-2 years proven experience in a contact center environment, preferably as a real-time analyst or workforce management role
- Strong analytical skills with ability to interpret complex data and identify actionable insights
- Proficiency in workforce management software (Aspect, Verint, Genesys WFM) and call center technologies
- Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, complex formulas)
- Knowledge of contact center KPIs and their impact on customer experience
- Excellent communication and interpersonal skills for cross-team collaboration
- Ability to work under pressure and make quick, data-driven decisions in a fast-paced environment
What We Do
Acquire Intelligence is a global business transformation company and leading provider of business process outsourcing (BPO) and AI consulting services. Using their Automate, Eliminate, Reallocate framework, they blend process improvement and automation with global outsourcing to help businesses eliminate inefficiencies, drive scale, and achieve real-world outcomes.
