Workforce Queue Analyst

Acquire BPO

Mandaluyong City, Metro Manila
Permanent
Full-time

20 days ago

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!Workforce Queue AnalystYou are a Workforce Queue Analyst, a champion in your field. As part of the A-team, your role plays animportant 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, queuesettings, 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 whileensuring that established goals are met (including labour utilization, service levels andASA'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 andall 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, butnot 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 inwinning; those who enjoy achieving goals with the determination to go beyond hurdles. As a WorkforceQueue 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

We’re proud of our diverse global team, all working in a collaborative environment and happy to share thesecommon values:

Collaboration: Brilliant jerks can be brilliant elsewhere.

Impact: Do, get it done, create impact.

Passion: Be positive, bring passion and energy.

Transparency: A transparent team can help each with other.

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

Acquire BPO

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