Sorry, this job is no longer available.

(Loading More Opportunities)

WFO Queue Performance Analyst

WFO Queue Performance Analyst

The WFO Queue Performance Analyst is responsible for monitoring and reporting agent productivity in real-time basis utilizing workforce management software and Avaya and/or Genesys ACD real-time displays. WFO Queue Performance Analysts monitors real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure we are meeting contractual standards as defined by internal leadership or clients.


Workforce Optimization Practice:

  • WFO Queue Performance Analysts monitor agent-calling behaviors in real-time, calling out events such as talk-time or after-call-work time, which exceeds defined thresholds.
  • Work closely with Operations, calling out non-adherent events through a notification process of emails, messaging and/or direct calls to Operational management so that non-adherent agents can be directed back toward operations task (e.g. Telephonic or Non-telephonic).
  • Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through email notifications or direct calls via MS TEAMs.
  • Provide historical reporting compilation as required by the Line of Business and/or Campaigns.
  • Provides real-time feedback to Workforce Optimization leadership and Operations management on the status of the LOBs (Line of Business) and campaigns.


  • May also be required to change agent skill associations on the switch and or provide historical reporting, depending on LOBs and campaign requirements.
  • Coordinate with Operations and other WFO Queue Performance Analysts on the same LOBS/campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
  • Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the LOBs/campaign.


  • Minimum High School diploma or equivalent required, 2 years college or more preferred.
  • Minimum 3 years utilizing Workforce Optimiztion applications: Genesys, Aspect eWFM, NICE, or Verint preferred.


  • Strong Analytical Skills required to critically assess situations and make decisions in real time.
  • Excellent problem solving and decision-making skills.
  • Ability to operate effectively in a team environment.
  • Excellent oral and written communication skills and interpersonal skills.
  • Experience with contact center reporting and metrics preferred.
  • Proficiency in Microsoft Office Applications including MS PowerPoint, Excel, Word and other relevant software required.


  • For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.
  • For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.
  • The employee is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height).
  • Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.
  • The work environment utilizes florescent lighting; noise level is moderate.
  • The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.
  • Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.
  • Please be advised this job description is subject to change at any time. 
One Call
Salary Range
$50,000.00 - 92,000.00
per Year
Salary range estimated by
Tallahassee, FL 32318, US