Workforce Queue Analyst

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 analysis of contact center queues and agent performance to ensure optimal service levels and efficient resource utilization. This role focuses on proactive identification and resolution of queue-related issues, contributing to a seamless customer experience.

Job Responsibilities**

• Monitor real-time inbound and outbound queues, agent states, and call flows across multiple channels (voice, chat, email) to identify potential service level risks and opportunities.
• Analyze historical and real-time data to identify trends, forecast staffing needs, and recommend adjustments to workforce schedules and skill assignments.
• Implement real-time adjustments to agent skills, queues, and routing strategies to maintain service level agreements (SLAs) and optimize agent occupancy.
• Proactively communicate with operations teams and team leaders regarding queue performance, adherence, and potential issues.
• Generate and distribute regular reports on queue performance, agent productivity, and service level attainment.
• Collaborate with Workforce Management (WFM) planners to ensure alignment between real-time execution and long-term staffing plans.
• Identify and escalate system or process issues impacting queue performance to appropriate support teams.
• Contribute to the continuous improvement of WFM processes and tools.
• Assist in training and mentoring new real-time analysts as required.
  
  

Job Qualifications**

• Proven experience (1-2 years) in a real-time analyst, command center, or workforce management role within a contact center environment.
• Strong understanding of contact center metrics, KPIs, and service level drivers (e.g., AHT, ASA, Occupancy, Adherence).
• Proficiency in Workforce Management (WFM) software (e.g., Aspect, Verint, NICE WFM) and ACD systems.
• Advanced analytical skills with the ability to interpret complex data and make data-driven decisions under pressure.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with various stakeholders.
• High level of attention to detail and accuracy.
• Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities.
• Proficient in Microsoft Excel and other Office applications.
• Knowledge of contact center operations and best practices.
• Bachelor's degree in a relevant field (e.g., Business, Statistics, Operations Management) is a plus.
  
  

Join the A-Team and experience the A-Life!