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!
WORKFORCE QUEUE ANALYST
Onsite | Eastwood
Keep contact center operations moving by making fast, data-driven decisions when queue conditions change. As a Workforce Queue Analyst, you will monitor and manage real-time contact center queues to help maintain service levels, agent productivity, efficient operations, and customer satisfaction.
COMPANY OVERVIEW
At Acquire Intelligence, our mission is to help business work smarter.
We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.
WHY JOIN THE A-TEAM?
Come for a career, stay for the fun!
Here’s what’s waiting for you:
- HMO coverage for you and your family
- Epic Yearly Kick-Off Parties with major giveaways
- Recognition through our Value Awards — we celebrate your wins
- Real career growth with opportunities for internal promotions
- Meaningful work with talented and supportive teams
Your future matters:
- 900+ internal promotions every year
- Access to 2,700+ leadership training courses
Extra rewards along the way:
- 14th Month Pay after 5 years of continuous service
- Employee Referral Program — earn up to ₱42,000 per successful hire
Enjoy work-life balance:
- 24 Paid Time-Off Credits annually, with leave credits convertible to cash
- Paid Birthday Leave — celebrate your day your way
ROLE SNAPSHOT
The Workforce Queue Analyst monitors and manages contact center queues in real time, responding to changes in contact volume, agent availability, adherence, and system performance. The role helps protect service levels and operational efficiency by making timely adjustments, escalating issues, and providing actionable workforce insights to operations leaders.
WHAT YOU’LL DO
Real-Time Queue Monitoring & Management
- Monitor real-time queue performance across various channels, including voice, chat, and email, using workforce management software.
- Analyze incoming call/contact volume and agent adherence to schedules to proactively address potential service level risks.
- Implement real-time adjustments to agent assignments, skill sets, and break schedules to optimize queue performance.
- Identify and escalate system issues, technical problems, or unexpected outages affecting queue flow or agent productivity.
Reporting & Performance Analysis
- Generate and interpret real-time and historical reports on key performance indicators (KPIs) such as service level, average handle time, and occupancy.
- Collaborate with team leaders and operations managers to address performance gaps and implement immediate corrective actions.
- Communicate effectively with agents and supervisors regarding queue status, upcoming changes, and performance expectations.
- Participate in post-mortem analysis of significant queue events to identify root causes and recommend preventive measures.
Workforce Management & Continuous Improvement
- Maintain a thorough understanding of contact center operations, processes, and business rules.
- Contribute to the continuous improvement of workforce management processes and tools.
A BIT ABOUT YOU
- Bachelor’s degree in Business Administration, Statistics, Operations Management, or a related field preferred.
- Minimum of 2 years of experience in a real-time analyst or workforce management role within a contact center environment.
- Proficiency in using Workforce Management (WFM) software such as Genesys, NICE, Verint, or Aspect.
- Strong analytical and problem-solving skills with the ability to interpret data and make quick, informed decisions.
- Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of staff.
- Ability to work under pressure in a fast-paced, dynamic environment.
- Proficiency in Microsoft Office Suite, especially Excel, for data analysis and reporting.
- Demonstrated understanding of contact center metrics and their impact on operational efficiency.
- Flexibility to work varying shifts, including nights, weekends, and holidays, based on operational needs.
CORE VALUES
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
- Curious and Clever: Smart questions spark smart solutions
- Entrepreneurial Energy: Think like an owner. Solve like a founder
- Fast with Intent: We move fast and deliver real results
- Laugh and Learn: We don’t take ourselves too seriously, just our results
What are you waiting for? Come for a career, stay for the fun!
Join the A-Team and experience the A-Life!
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