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! Real-Time Monitoring and Intervention Continuously monitor real-time dashboards (queue depth, SL, ASA, abandon rate, agent state, adherence) across all in-scope queues and channels. Execute pre-agreed trigger-based actions (e.g., moving agents from a balancing queue to a priority queue) according to documented playbooks and RACI-defined decision rights. Flag and escalate deviations exceeding defined thresholds (e.g., SL breach, forecast variance, coverage gaps) to the WFM Manager. Monitor real-time adherence (RTA) and AUX usage, flagging non-compliant agents for supervisor follow-up. Participate in the scheduled staffing/performance review calls (every 2 hours during peak, every 4 hours standard) with vendor counterparts. Support intraday reforecasting by comparing actual vs. forecasted volume and recommending adjustments to the remainder of the day’s plan. Maintain real-time incident/escalation logs to support root cause analysis and daily reporting. Genesys Cloud CX Real-Time Management Dashboards and views: Use Genesys Performance views, queue and agent dashboards, and wallboards to track live performance by queue, channel, skill, and vendor. Alerting: Monitor Genesys alerts and threshold rules for SL, ASA, abandon rate, and queue depth, and recommend threshold changes to the Workforce Manager when they no longer reflect Client targets. Adherence: Use Genesys WEM intraday monitoring and real-time adherence views to track agent states, AUX codes, and exceptions against the published schedule. Reallocation: Carry out approved queue, skill, or utilisation changes in Genesys within RACI-defined decision rights, and log every change made. Intraday data: Compare Genesys forecast and actual intervals to identify volume and AHT variance and support intraday reforecasting. Multi-Vendor Coordination Provide a single, consistent real-time view of performance across all vendors, so that issues are spotted and acted on the same way regardless of vendor. Apply the same trigger-based actions, thresholds, and AUX standards to every vendor in line with the WFM as a Service playbooks. Request and follow up on actions from vendor real-time and supervisor teams, tracking response times and escalating where agreed actions are not taken. Coordinate cross-vendor responses during peaks, outages, or major incidents so that workload is balanced and Client targets are protected. Intraday Schedule Support Carry out regular health checks of intraday schedules and re-optimise breaks, lunches, and off-phone activities in coordination with the Workforce Scheduler. Update schedules to reflect approved exceptions in line with established adherence protocols. Act as the point of contact for Team Leaders on schedule adherence protocols, giving guidance and resolving related matters as they arise. Reporting and Continuous Improvement Track and report daily performance, including service level, adherence, AUX usage, and interval variance by vendor. Track and report system outages, escalations, and technical failures to the appropriate stakeholders in a timely and accurate manner. Give the Workforce Manager and account leadership visibility of any variance that could affect Client targets. Identify improvements to playbooks, thresholds, and trigger actions through analysis of incident logs and emerging trends. Perform other duties as assigned. Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to [email protected]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/

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