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!
POSITION DESCRIPTION
You are a Workforce Queue Analyst, a champion in your field. As part of the A-team, your role plays an important part in our success. Your tasks for the day include, but are not limited to, the following:
- Efficiently manage call volume and labour resources for inbound and outbound call
centres, while maintaining and exceeding the organization and client targets - Monitor designated call centres through various internal and external platforms,
instituting timely and efficient communication to verify allocation settings, queue
settings, overflow targets, and media events - Utilization of multiple platforms to analyse/manage call volume
- Incumbent may provide appropriate recommendations and/or implement queue, DNIS
priority and holdout adjustments through the various network carrier platforms while
ensuring that established goals are met (including labour utilization, service levels and
ASA's overflow and queue settings) - Professionally provide project specific status information to both operations and client
contacts - Provide troubleshooting support for level of escalations and coordination for all
inbound and outbound systems and call routing issues - Recognize and initiate escalation for all system difficulties, including switch and ACD
systems, routing systems, computer systems, customized client computer systems and
all else applicable - Analyse and monitor statistical information in a timely manner to ensure proper call
allocation goals are met - Responsible for maintaining and coordinating vital information regarding internal day to
day business; serving as a liaison to clients and all internal departments including, but
not limited to, Workforce Management, Clients Services, Operations, etc. - Responsible for data entry and monitoring real time queues to ensure performance is
within pre-set parameters - Monitor and adjust statistical reports through real-time displays and technical
equipment - Update databases, organizing activities related to maintenance and repair of equipment
- Practice and ensure compliance with that of all the organization’s policies and
procedures - Performs other duties as assigned
In a nutshell, you have won the day when you make customers happy with your best and excellent service!
Consistent to our goal as an organization, at Acquire BPO, we are looking for individuals who are passionate in winning; those who enjoy achieving goals with the determination to go beyond hurdles. As a Workforce Queue Analyst, you can perform well if you have:
- A college graduate, preferably of a technical course
- At least two (2) years of Workforce Management experience in a call centre setting is
required for external applicants - At least 6-month tenure on current position with above target attendance records for
internal applicants - Must be a critical thinker who can contribute to challenging assignments in a business critical environment
- Strong quantitative and qualitative analytical skills with the ability to apply effectively
- Ability to plan well and prioritize work over multiple tasks assigned
- With high sense of urgency
- Good decision making skills and maintains calmness under tight pressure
- Extensive familiarity with call centre software applications; experience working with
Cisco, and/or Genesys is a plus (for external applicants) - Expert in utilising MSO applications specifically MS Excel
- Good verbal and written communication and comprehension skills
- Ability to effectively interact with employees at all levels of the organization and work
with a variety of people from diverse backgrounds - Ability to maintain confidentiality
Join the A-Team and experience the A-Life!
