{"id":3441419,"url":"https://alion.io/job/acquire-intelligence-workforce-queue-analyst","title":"Workforce Queue Analyst","company":{"id":4418402,"name":"Acquire Intelligence","domain":"acquire.ai","url":"https://alion.io/company/acquire-4","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":37,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Analytics","role_family":"Analytics","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1876},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-29T06:03:12Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-01T02:13:51Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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!\nJob Summary**\nThe Workforce Queue Analyst is responsible for real-time monitoring and analysis of contact center queues and agent performance to ensure optimal service levels and efficient resource utilization. This role focuses on proactive identification and resolution of queue-related issues, contributing to a seamless customer experience.\nJob Responsibilities**\n* Monitor real-time inbound and outbound queues, agent states, and call flows across multiple channels (voice, chat, email) to identify potential service level risks and opportunities.\n* Analyze historical and real-time data to identify trends, forecast staffing needs, and recommend adjustments to workforce schedules and skill assignments.\n* Implement real-time adjustments to agent skills, queues, and routing strategies to maintain service level agreements (SLAs) and optimize agent occupancy.\n* Proactively communicate with operations teams and team leaders regarding queue performance, adherence, and potential issues.\n* Generate and distribute regular reports on queue performance, agent productivity, and service level attainment.\n* Collaborate with Workforce Management (WFM) planners to ensure alignment between real-time execution and long-term staffing plans.\n* Identify and escalate system or process issues impacting queue performance to appropriate support teams.\n* Contribute to the continuous improvement of WFM processes and tools.\n* Assist in training and mentoring new real-time analysts as required.\nJob Qualifications**\n* Proven experience (1-2 years) in a real-time analyst, command center, or workforce management role within a contact center environment.\n* Strong understanding of contact center metrics, KPIs, and service level drivers (e.g., AHT, ASA, Occupancy, Adherence).\n* Proficiency in Workforce Management (WFM) software (e.g., Aspect, Verint, NICE WFM) and ACD systems.\n* Advanced analytical skills with the ability to interpret complex data and make data-driven decisions under pressure.\n* Excellent communication and interpersonal skills, with the ability to effectively collaborate with various stakeholders.\n* High level of attention to detail and accuracy.\n* Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities.\n* Proficient in Microsoft Excel and other Office applications.\n* Knowledge of contact center operations and best practices.\n* Bachelor's degree in a relevant field (e.g., Business, Statistics, Operations Management) is a plus.\nJoin the A-Team and experience the A-Life!","description_format":"text","description_chars":2776,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services","AI Consulting & Integration"],"lifecycle":[{"event":"open","at":"2026-10-29T06:03:12Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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