Operations - Real-Time Queue Analyst

Sutherland
Bogotá
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Decision-making under pressure","Assertive communication","Influence","Systemic thinking"]

Monitor and manage real-time contact center interaction volumes across calls, chats, and email by tracking SLA, AHT, service levels, abandon rate, and occupancy. Drive intraday adherence by managing agent status and shrinkage, adjusting routing and skills to prevent queue bottlenecks, and coordinating closely with Workforce Management and Operations. Produce end-of-day variance reporting and oversee automation/AI alerts to detect traffic anomalies and protect routing efficiency.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Sutherland
Sutherland
1 day ago

Operations - Real-Time Queue Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Monitor and manage real-time contact center interaction volumes across calls, chats, and email by tracking SLA, AHT, service levels, abandon rate, and occupancy. Drive intraday adherence by managing agent status and shrinkage, adjusting routing and skills to prevent queue bottlenecks, and coordinating closely with Workforce Management and Operations. Produce end-of-day variance reporting and oversee automation/AI alerts to detect traffic anomalies and protect routing efficiency.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Continuously monitor real-time dashboards for inbound contact volumes, AHT, and service levels versus forecast trends.
  • •Track agent status (AUX codes) to ensure schedule compliance for breaks, training, and adherence; identify and report deviations to reduce shrinkage.
  • •Modify agent skill/routing within routing platforms to mitigate bottlenecks in critical queues and absorb unexpected traffic spikes across channels.
  • •Coordinate with Workforce Management (WFM) and Operations leaders by communicating early warnings, escalating critical issues, and recommending action plans during contingencies.
  • •Generate end-of-day (EOD) reports on variances between planned and actual metrics, and oversee automation/AI alerts to detect traffic anomalies and protect routing efficiency.

Key Requirements

  • •1-2 years of proven experience in Workforce Management (WFM), Real-Time Analyst (RTA), Traffic Control, or Intraday Monitoring in a BPO/Contact Center environment.
  • •Hands-on experience with ACD platforms and WFM tools such as Genesys, NICE, Verint, or similar.
  • •Experience managing and monitoring Omnichannel Chat workflows (including agent concurrency and digital interaction distribution).
  • •Advanced proficiency in Excel/Google Sheets for data extraction, cross-referencing, and operational analysis.
  • •Strong understanding of contact center efficiency metrics (SLA, Shrinkage, Adherence, Occupancy, AHT) and mathematical models such as Erlang C.
Skills:Decision-making under pressureAssertive communicationInfluenceSystemic thinking
Languages:English
Tech Stack:ExcelGoogle SheetsGenesysNICEVerintACDOmnichannel ChatOracle Right nowErlang C

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor