Job description
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.
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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.
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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.
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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.
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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!