Workforce Queue Analyst
Acquire BPO
- Mandaluyong City, Metro Manila
- Permanent
- Full-time
- Efficiently manage call volume and labour resources for inbound and outbound call
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
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 clientcontacts * Provide troubleshooting support for level of escalations and coordination for allinbound and outbound systems and call routing issues * Recognize and initiate escalation for all system difficulties, including switch and ACDsystems, routing systems, computer systems, customized client computer systems and
all else applicable * Analyse and monitor statistical information in a timely manner to ensure proper callallocation goals are met * Responsible for maintaining and coordinating vital information regarding internal day today 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 iswithin pre-set parameters * Monitor and adjust statistical reports through real-time displays and technicalequipment * Update databases, organizing activities related to maintenance and repair of equipment
- Practice and ensure compliance with that of all the organization’s policies and
- A college graduate, preferably of a technical course
- At least two (2) years of Workforce Management experience in a call centre setting is
- 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
- Good verbal and written communication and comprehension skills
- Ability to effectively interact with employees at all levels of the organization and work