Workforce Queue Analyst

Ortigas, Pasig City

Onsite | Full-Time

Build your workforce management career in a reporting-focused role where real-time data, accuracy, and insights support better operations decisions. As a Workforce Queue Analyst, you will monitor operational performance, prepare reports, analyze trends, and help stakeholders understand staffing, adherence, service level, and queue-related performance.

ABOUT ACQUIRE INTELLIGENCE

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

A SNAPSHOT OF YOUR ROLE

As a Workforce Queue Analyst, you will support the Workforce Management team by generating reports, analyzing operational trends, maintaining data accuracy, and helping leaders make informed decisions. You will work closely with WFM, Operations, and other stakeholders to provide timely reporting, actionable insights, and dashboard support across key contact center metrics.

WHAT YOU'LL DO

Workforce Reporting and KPI Tracking

• Generate daily, weekly, and monthly reports related to staffing, adherence, service levels, and other operational KPIs.
• Maintain accurate, timely, and reliable reports aligned with operational and stakeholder needs.
• Support ad hoc report requests and contribute to projects that improve reporting capabilities.

Data Analysis and Insights

• Analyze trends, variances, and key performance metrics to identify meaningful operational insights.
• Work with large datasets and translate data into clear findings that support workforce and operations decisions.
• Help stakeholders interpret queue, staffing, adherence, service level, and productivity performance.

Dashboarding and Process Improvement

• Create dashboards or visual tools that make performance data easier to understand and act on.
• Automate repetitive reporting processes to improve efficiency and reduce manual effort.
• Recommend improvements to reporting workflows, data handling, and recurring analysis processes.

Stakeholder Collaboration and Data Integrity

• Collaborate with WFM, Operations, and other departments to support reporting requirements.
• Prioritize requests, manage deadlines, and communicate updates clearly to stakeholders.
• Protect sensitive operational, personal, and business information by following company policies and information security requirements.

A BIT ABOUT YOU

Must-Haves

• 1 to 2 years of experience in reporting, analytics, workforce management, or a related role.
• Proficiency in Microsoft Excel, including pivot tables, VLOOKUP, formulas, and data handling.
• Strong analytical skills with the ability to identify trends, variances, and meaningful insights.
• Strong attention to detail and commitment to report accuracy and data integrity.
• Comfortable working with large datasets and recurring operational reports.
• Good communication and stakeholder engagement skills.
• Able to prioritize tasks and meet deadlines in a fast-paced environment.

Good-to-Haves

• Experience in BPO or contact center reporting.
• Experience in a WFM-related role supporting staffing, adherence, service levels, or queue performance.
• Knowledge of reporting or visualization tools such as Power BI or Tableau.
• Experience creating dashboards, automating reports, or improving manual reporting processes.

WHAT SUCCESS LOOKS LIKE

• Daily, weekly, and monthly reports are accurate, timely, and useful for operational decision-making.
• Stakeholders receive clear insights on staffing, adherence, service levels, and performance trends.
• Data integrity is maintained across recurring reports, dashboards, and ad hoc requests.
• Repetitive reporting tasks are improved or automated where possible.
• WFM and Operations teams are supported with reliable data, clear updates, and actionable reporting.

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here's what's waiting for you:

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways
• Recognition through our Value Awards - we celebrate your wins
• Real career growth with opportunities for internal promotions
• Meaningful work with talented and supportive teams

Your future matters:

• 900+ internal promotions every year
• Access to 2,700+ leadership training courses

Extra rewards along the way:

• 14th Month Pay after 5 years of continuous service
• Employee Referral Program - earn up to PHP 42,000 per successful hire

Enjoy work-life balance:

• 24 Paid Time-Off Credits annually, with leave credits convertible to cash
• Paid Birthday Leave - celebrate your day your way

WHAT WE VALUE

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

Curious and Clever: Smart questions spark smart solutions.

Entrepreneurial Energy: Think like an owner. Solve like a founder.

Fast with Intent: We move fast and deliver real results.

Laugh and Learn: We don't take ourselves too seriously, just our results.

What are you waiting for? Come for a career, stay for the fun!

Join the A-Team and experience the A-Life!