Queue Specialist

We are seeking a proactive and motivated Queue Specialist to support our Team Lead and help drive team success.

In this role, you’ll provide guidance, share best practices, and collaborate on projects to enhance the customer experience. You’ll also step in during the Team Lead’s absence to monitor performance, assist with case resolution, and participate in key meetings.

Key responsibilities include tracking essential KPIs such as QA scores, resolution times, and efficiency, as well as conducting quality checks. You’ll analyze data to identify areas for improvement and implement solutions to boost performance. We’re looking for a team-oriented individual who can help build team morale, foster collaboration, and contribute valuable insights to support cross-team improvements. If you’re passionate about delivering great results and inspiring others, we’d love to hear from you

Scope of responsibility:

• Providing guidance and sharing best practices across the team.
• Collaborating with the Team Lead on ad hoc projects aimed at improving customer experience.
• Covering for the Team Lead during their absence (monitoring team’s performance, supporting case resolution, and leading or participating in relevant meetings).
• Monitoring team performance and queue KPIs such as QA scores, efficiency, handling and resolution time, rate of abandoned chats, etc.
• Supporting quality checks of the team.
• Spotting issues, gathering key data (ongoing red flags, resolution rates and KPIs), and using the findings to improve team performance through effective problem solving and analysis.
• Building team morale, maintaining a positive attitude, and collaborating with other teams to share insights, drive improvements, and enhance engagement.

If you’re ready to take on new challenges and grow in your role, we encourage you to apply This is a great opportunity to make an impact, contribute to the team’s success, and develop your skills further.