Operations - Real-Time Queue Analyst
Core
Monitor, analyze, and manage real-time interaction volumes (calls, chats, emails) and agent availability to ensure SLA compliance and optimize contact center efficiency.
Role type
Real-Time Queue Analyst (Workforce Management)
Builds
Contact center operations and service delivery
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Real-time monitoring, ACD/WFM tools (Genesys, NICE, Verint), Chat platform management, Excel/Google Sheets, Erlang C modeling, SLA/Shrinkage/Adherence/Occupancy metrics
Preferred skills
AI-driven predictive model oversight, omnichannel traffic distribution
Technologies
Genesys, NICE, Verint, Omnichannel Chat, Oracle Right now
Responsibilities
Monitor real-time dashboards for contact volumes and service levels; Track agent status and schedule adherence; Adjust agent skilling and routing to mitigate bottlenecks; Coordinate between WFM and Operations teams; Oversee AI/automation alerts for traffic anomalies; Generate End-of-Day variance reports
Seniority
Mid-level, hands-on IC