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
At Acquire Intelligence, our mission is to help businesses 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.
Advance Your Career Join us today and be part of a team where your work makes an impact!
WHY JOIN THE A-TEAM
Come for a career, stay for the fun!
- HMO coverage for you and your family
- Yearly Kick-Off Parties with major giveaways (like the car in 2024!)
- Get recognized through our Value Awards
- Grow your career yes, we love to promote internally
- Do meaningful work and collaborate with the best
- 900 promotions given each year
- 2,700+ leadership training courses
A SNAPSHOT OF YOUR ROLE
As a Workforce Queue Analyst, you will be a key player in ensuring our contact centers run at peak performance. Your expertise in managing call volume, routing strategies, and real-time queue monitoring will support the delivery of exceptional service to our clients. You'll be the go-to expert for analyzing trends and ensuring optimal labor resource allocation.
Your Daily Responsibilities
- Efficiently manage call volume and labor resources for inbound and outbound call centers to meet and exceed targets
- Monitor designated call centers using internal and external platforms, ensuring accurate queue settings, overflow targets, and event configurations
- Use multiple platforms to analyze and manage call volume and performance
- Make queue, DNIS priority, and holdout adjustments as necessary across various network carrier platforms
- Provide project-specific updates to internal teams and client contacts
- Troubleshoot escalated routing or system issues and coordinate solutions
- Escalate and document system difficulties including switch, ACD, and routing systems
- Analyze and monitor statistical data to ensure alignment with call allocation goals
- Maintain and coordinate vital operational data for internal and external stakeholders
- Enter and monitor real-time queue data, adjusting as needed
- Update databases and assist in organizing activities related to equipment maintenance and repair
- Comply with all organizational policies and procedures
- Perform other duties as assigned
In a nutshell, you have won the day when you make customers happy with your best and excellent service!
What We Value
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
Join the A-Team and experience the A-Life!
Join the A-Team and experience the A-Life!
