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!
