Workforce Queue Analyst

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!

At Acquire Intelligence, our mission is to help businesses work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.

Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career — Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

• HMO coverage for you and your family
• Yearly Kick-Off Parties with major giveaways (like the car in 2023!)
• Get recognized through our ‘Value Awards’
• Grow your career – yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900+ promotions awarded annually
• 2,700+ leadership training courses available
  
  

A SNAPSHOT OF YOUR ROLE

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. You will support a 24/7 campaign, ensuring optimal workforce coverage across all time zones and shift schedules.

Your Day-to-day Responsibilities Include, But Are Not Limited To

• Efficiently manage call volume and labour resources for inbound and outbound call centres while meeting organizational and client targets
• Monitor designated call centres via internal and external platforms to verify allocation settings, queue configurations, and overflow thresholds
• Utilize multiple platforms to analyze and manage call volume and routing
• Make recommendations or implement adjustments (queue settings, DNIS priority, holdouts) using various carrier platforms to ensure target service levels and productivity goals are met
• Provide accurate project-specific status updates to both operations and clients
• Troubleshoot escalations and coordinate system-level routing issues
• Identify and escalate system difficulties related to switchboards, routing systems, ACDs, and client tools
• Maintain and update databases, including real-time monitoring tools and equipment repair logs
• Coordinate day-to-day business needs and serve as liaison to WFM, Client Services, and Operations teams
• Adhere to internal policies and procedures to ensure compliance and data security
• Perform other duties as required
  
  

a Bit About You

You’ll thrive in this role if you bring:

• At least 1 year of Workforce Management experience in a BPO call center
• Experience supporting a 24/7 operations environment is highly preferred
• Strong analytical and critical thinking skills
• Excellent time management and multitasking abilities
• Proven ability to work under pressure with a high sense of urgency
• Experience with Cisco, Genesys, or similar call center platforms (preferred)
• Advanced proficiency in MS Excel (LOOKUPs, PivotTables, etc.)
• Excellent verbal and written English communication skills
• Professional demeanor with the ability to interact with diverse teams
• High integrity and ability to manage confidential data
  
  

What Success Looks Like

• Uninterrupted business operations
• Highly satisfied internal and external customers
• Achievement of service KPIs
• A motivated and high-performing workforce
  
  

What We Value

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

• Curious and Clever: Smart questions spark smart solutions
• Entrepreneurial Energy: Think like an owner. Solve like a founder
• Fast with Intent: We move fast and deliver real results
• Laugh and Learn: We don’t take ourselves too seriously, just our results
  
  

Come for a career, stay for the fun.

Join the A-Team at Acquire Intelligence today!

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