Description
The Queue Specialist is an individual contributor responsible for monitoring and improving the performance of a customer-service ticket queue. The role oversees queue health, workload distribution, ticket assignment, SLA and coverage risks, aging and stalled cases, escalations, customer communications, and operational reporting. It coordinates with support leaders, technical teams, Incident Management, and subject-matter experts to prevent backlogs and improve case progression, without direct supervisory authority. The position requires at least seven years of relevant service-desk, technical-support, call-center, or ticket-operations experience, along with experience in high-volume queues, real-time monitoring, routing, SLA tracking, and case-management platforms.
