Queue Co-ordinator

A Queue Coordinator manages workflow by monitoring queues, validating, and assigning tickets or tasks, balancing workloads, and ensuring SLA targets are met, while also handling customer service, communication, and documentation. They act as a central point of contact, collaborating with teams to resolve issues, prevent idle time, and improve overall operational efficiency and customer experience.

 

DUTIES AND RESPONSIBILITIES

• Ticket/Work Order Management:
• Monitor queues and incoming requests for completeness and accuracy.
• Validate tickets, categorize issues, and maintain accurate logs according to standard operating procedures.
• Assign tickets to appropriate resources, prioritizing urgent or high-priority items.
• Re-route incorrectly assigned tickets to the correct team.
• Workflow and Resource Optimization:
• Assign work orders to eliminate resource idle time and ensure balanced workloads.
• Proactively monitor ticket queues and resource availability.
• Coordinate with requesters to reschedule on-site dates or address downtime changes.
• Customer and Stakeholder Communication:
• Provide proactive updates to customers and internal teams on ticket status.
• Manage customer expectations and maintain a high standard of service.
• Notify leadership of any customer escalations or potential issues.
• Host status meetings to provide updates and discuss outstanding issues.
• Documentation and Reporting:
• Document ticket resolution activities.
• Maintain accurate record of ticket status and operational data.
• Oversee the creation and delivery of client activity and management reports.
• Process Adherence:
• Ensure strict adherence to company policies and standard operating procedures.
• Monitor for anomalies in queues and potential telephony or routing issues.

 

SUPERVISORY RESPONSIBILITIES

This position does not have direct reports but may mentor less experienced associates in the role.

 

QUALIFICATIONS

Required

Typically requires a minimum of 4-6 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or equivalent work experience

 

Preferred

ITIL Foundations Certified

OS Platform Requirements (varies on OS platform of position): Basic understanding of Windows, Storage, Backup, VMware

ITSM Platform : Good knowledge on Service Now, Creating Dashboard, reports,

MS Office – Good knowledge on MS Excel and MS Powerpoint

Analytics – Reporting tools knowledge like Power BI etc.

 

Common Environments

IT and Technical Support:

Managing technical tickets, customer service requests.

Data Management:

Coordinating data uploads and downloads, managing data specifications, and ensuring accurate logging of tickets.

 

Travel %

10%-20%