Workforce Queue Analyst

Full-time Human Resources

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients.

Real‑Time Analysis

• Actively monitor call volume and changes against forecast.
• Responsible for monitoring call traffic to ensure required call handling and staffing levels on a real‑time basis, meeting campaign’s SLAs.
• Act as key contact for Team Leaders on schedule adherence implementation and related issues.
• Take proactive actions to mitigate impact of unexpected variations to the forecast.
• Track 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 planned exceptions, in conjunction with the Intra Day Planner.
• Update schedules with approved exceptions in line with adherence protocol.

Reporting

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