Workflow & Queue Management Specialist
Gratitude IncWorkflow & Queue Management Specialist
Job Description
Key Skills
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Workflow & Queue Management Specialist – 24/7
Location: Indore, Chennai | Experience: 1+ year | Work Setup: Onsite / Shift-based | Service: Workflow Adherence Services
We are seeking a Workflow & Queue Management Specialist to manage case transfers across teams and regions, ensuring efficient workload distribution, SLA compliance, and high-volume case handling. This role is ideal for candidates with experience in BPO operations, process management, or customer support workflows.
Key Responsibilities
Manage transfer of cases between teams and regions
Monitor dashboards and KPIs in real time
Balance workload across queues and teams
Ensure SLA adherence and operational efficiency
Analyze historical and real-time queue data to identify bottlenecks
Generate reports on case volume, wait times, and assignment efficiency
Provide insights and recommendations to improve queue performance
Communicate and coordinate with team leads during peak periods or surges
Required Skills
Case flow optimization and high-volume routing
Dashboard and KPI monitoring
Workload balancing and bottleneck identification
Strong communication across teams and regions
Ability to work 24/7 shifts and manage surges effectively
Google product experience or certification is not required.
Role
WFM
Timings
Day Shift (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.
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