As a Queue Analyst, this position will monitor real-time call queues, agents’ adherence to schedules, identify and address relevant potential issues and perform strategic analysis of functional call center data. This position is essential to drive success and support our campaign’s performance goals.

A SNAPSHOT OF YOUR ROLE

  • Provide strategic recommendations on queue priority and efficient labor utilization

  • Professionally provide campaign specific status information to both operations and client contacts

  • Administer initial troubleshooting support for level of escalations and coordination for systems and call routing issues

  • Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, computer systems, customized client computer systems and all else applicable

  • Responsible for maintaining and coordinating vital information regarding internal day to day business; serving as a liaison to clients and all internal departments including, but not limited to, Workforce Management, Client Services, Operations, etc.

  • Manage intraday schedule exceptions and shrinkages

  • Monitor and adjust statistical reports through real-time displays and technical equipment

  • Practice and ensure compliance with that of all the organization’s policies and procedures

  • Promote and demonstrate Continuum’s values internally and externally

  • Perform duties as assigned

A BIT ABOUT YOU

  • College graduate with a technical background

  • At least 2 years of Workforce Management experience in a call center setting is required for external applicants

  • At least 6-month tenure on current position with above target attendance records for internal applicants

  • Must be a crucial thinker who can contribute to challenging assignments in a business-critical environment

  • Strong quantitative and qualitative analytical skills with the ability to apply effectively

  • Ability to plan well and prioritize work over multiple tasks assigned

  • Good decision-making skills and maintains calmness under tight pressure

  • Extensive familiarity with call center software applications; experience working with Cisco, and/or Genesys is a plus (for external applicants)

  • Expert in utilizing MSO applications specifically MS Excel

  • Good verbal and written communication and comprehension skills

  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

  • Able to meet deadlines and adaptable to any additional or different functions that may be assigned from time to time

  • Willing to work evening shift and public holidays

  • Ability to maintain confidentiality

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