We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Acquire BPO is an award-winning business process outsource provider to some of the world’s largest brands, operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines, and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.
Why Join the A-Team?
Come for a career, stay for the fun!
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HMO coverage for you and your family
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Yearly Kick-Off Parties with major giveaways (like the car in 2023)
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Get recognized through our ‘Value Awards’
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Grow your career – yes, we love to promote internally
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Do meaningful work and collaborate with the best
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900 promotions given each year
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2,700+ leadership training courses
A Glimpse into Your New Role
As a Workforce Queue Analyst (Real-Time Analyst), you will play a key role in ensuring the contact center operates at peak efficiency. You will be responsible for monitoring real-time performance, flagging any potential issues, and taking proactive steps to resolve them. By using workforce management tools and effective communication, you will help keep service levels, schedule adherence, and overall operational performance on track.
Your day could see you:
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Monitor intraday call center performance and ensure staffing levels meet service demand
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Use workforce management tools to track agent schedules, call queues, and adherence
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Communicate real-time updates and alerts to supervisors and support teams
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Recommend actions to mitigate risks to service levels and schedule compliance
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Assist in managing skilling, re-skilling, breaks, and other schedule adjustments
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Coordinate with support functions and operations to resolve real-time challenges
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Create intraday performance reports and summaries as needed
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Support escalations and assist with queue management and rebalancing tasks
What You’ll Bring
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1–2 years of experience in a Workforce Management or Real-Time Analyst role
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Familiarity with workforce management systems (e.g., NICE, Verint, Genesys, Cisco)
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Strong analytical and problem-solving skills
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Ability to work under pressure and manage multiple queues or campaigns
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Effective verbal and written communication skills
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Proficiency in Microsoft Excel and reporting tools
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Strong attention to detail and organizational skills
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Ability to work in a fast-paced, dynamic contact center environment
With a diverse global team working together, we proudly embrace and live by these shared values:
Collaboration: Brilliant jerks can be brilliant elsewhere.
Impact: Do, get it done, create impact.
Passion: Be positive, bring passion and energy.
Transparency: A transparent team can help each other.
What are you waiting for?
Join the A-Team and experience the A-Life!
Join the A-Team and experience the A-Life!
Top Skills
What We Do
Acquire BPO is an award-winning global outsourcer with over 19 years of experience and more than 9,500 full-time employees across Australia, the Dominican Republic, the Philippines, and the United States. We provide Customer Experience and Back Office outsourcing services from offshore, nearshore, and onshore locations. Our commitment to Safety, Flexibility, and Innovation makes us the partner of choice for businesses leveraging top global BPO and AI resources with confidence.
We take an agnostic approach to vendors and solutions, ensuring the best-suited technology for each scenario.
Our distinctive edge lies in our unparalleled commitment to fostering trust and cultivating long-term partnerships through direct engagement from our executives and owners. Our delivery centres meet international standards with carrier-grade infrastructure and globally redundant paths.
We are globally PCI-DSS v4.0 certified and strictly adhere to ISO/ISMS, SOC 1 & 2, HIPAA compliance standards, and international data privacy regulations. Our Australia- and US-based Client Relationship Managers (CRMs) and PRINCE2-certified Project Managers ensure risk-free transition and key client focus.
Our Automation & Intelligence team offers end-to-end automation solutions, leveraging the latest technologies. We deliver tailored solutions for unique challenges, ensuring optimal outcomes and sustained growth.
We maintain transparent partnerships based on trust and open communication, fostering strong, long-term client relationships and ensuring continuous improvement and innovation.
As a values-driven organisation, we attract great talent and invest in training, free family health cover, community assistance, team-building, and strong engagement activities.
Visit www.acquirebpo.com for more information
