Queue Manager
Gratitude IncQueue Manager
Job Description
Key Skills
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Service: Workflow Adherence Services
24/7 Coverage: Yes
Minimum relevant experience: 1 year
Google product experience: Not required
Google certification: Not required
Responsibilities
Manage transfer of cases between teams and regions
Monitor dashboards and KPIs in real time
Coordinate workload balancing across queues and teams
Ensure SLA adherence through queue management
Analyze historical and real-time queue data
Generate reports on case volume, wait times, assignment efficiency
Give insights and recommendations on queue performance
Coordinate with team leads/members on assignments and queue issues
Support communication during peak periods or surges.
Skills
Case flow optimization
Dashboard/KPI monitoring
Reassigning cases and balancing workload
Handling high-volume case routing
Identifying bottlenecks quickly
Strong communication across teams/regions
Role
Customer Delivery Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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