Workforce Queue Analyst

The Workforce Queue Analyst will be responsible for daily real time monitoring of all Contact Centre queues, staff adherence and skill allocations to manage changes in workload and maximize performance.   

REAL TIME ANALYSIS  

• Actively monitor the call volume and changes in volume against forecast 

• Responsible in monitoring call traffic to meet required call handling, staffing levels on a real-time basis as needed to ensure campaign’s SLA’s are met 

• Be the key point of contact for Team Leaders regarding schedule adherence implementation and addressing of related issues 

• Take proactive actions to mitigate the impact of unexpected variations to the forecast 

• Tracks and report outages, escalations and computer system problems/failures to appropriate personnel 

SCHEDULING 

• Conduct regular ‘health checks’ around intraday schedules and perform re-optimizations for any planned exceptions in conjunction with the Intra Day Planner 

• Update schedules with approved exceptions in line with Adherence protocol  

REPORTING 

• Track and report on any daily impacts to performance, such as schedule adherence and other consultant activities  

• Track and report outages and escalations, computer system problems/failures to appropriate stakeholder 

CONTINUOUS IMPROVEMENT 

• Identifies opportunities to improve performance by using the data and analyzing trends and its impact to performance 

PEOPLE & COMMUNICATION 

• Build and maintain effective relationships with key stakeholders within the operations team 

• Conducts effective meetings to cascade important updates and actions to stakeholders to ensure the goals are achieved  

• Pro-actively communicate and follow up with operations to execute all planned and real time activities. 

What does it take to become a part of our team?  

If you would like to become part of our team, here are the qualities you may have or should aspire to have: 

• Positive work approach and attitude 

• Strong verbal and written communication skills 

• Creativity and problem solving skills 

• Effectively manages time and shows the ability to prioritize workload 

• Ability to liaise and communicate with Team Leaders and Management team and confidently makes recommendations 

• Ability to challenge the status quo and clearly voice solutions to issues 

What are the basic profile requirements? 

• Completed at least 2 years of college education 

• With relevant experience as work-force analyst in the BPO industry 

• Computer skills, preferably in Microsoft Office, proficient in Word and PowerPoint and strong with Excel 

• Strong analytical skills 

• Flexibility to shifting schedules