Workforce Queue Analyst

acquire.ai

Real-time call volume monitoring
Schedule adherence management
Intraday re-optimization skills
The Workforce Queue Analyst is responsible for daily real-time monitoring of all contact center queues and staff adherence to maximize performance

Job Summary

  • The Workforce Queue Analyst is responsible for daily real-time monitoring of all contact center queues and staff adherence to maximize performance.
  • This role requires actively tracking call volume changes against forecasts and taking proactive actions to mitigate unexpected variations.
  • Candidates must have at least two years of college education and relevant experience as a workforce analyst in the BPO industry.

Matching Summary

The Workforce Queue Analyst is responsible for daily real-time monitoring of all contact center queues and staff adherence to maximize performance.

Skills & Requirements

Must-have

  • Real-time call volume monitoring
  • Schedule adherence management
  • Intraday re-optimization skills
  • Microsoft Excel proficiency
  • BPO workforce analyst experience

Nice-to-have

  • Strong verbal and written communication
  • Proactive problem-solving attitude
  • Ability to challenge the status quo
  • Effective stakeholder relationship building
  • Creativity in performance improvement

Key Requirements

  • Completed at least 2 years of college education
  • Relevant experience as workforce analyst in BPO industry
  • Proficient in Microsoft Office (Word, PowerPoint, Excel)

Work Rights

Not specified

Tailored Resume

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