Workflow & Queue Management Specialist

Gratitude Inc

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1 month ago

Workflow & Queue Management Specialist

1-5 Year(s)

Chennai (chennai)

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Job Description

Key Skills

Communication Case Management BPO Operations customer support WFM Analyst At least 1 year of relevant working experience in BPO / ITES industry, preferably in Quality/Compliance role MIS ANALYST Process Management & Improvement Automation Workflows Stakeholder Coordination Skill in monitoring support dashboards Workflow Adherence Services Skill in monitoring support dashboards and key performance indicators to identify cases requiring attention or intervention.

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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

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