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 for monitoring call traffic to meet required call handling and 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
• 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 any planned exceptions in conjuncti...