OHL Queue Manager

Gratitude Inc

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2 days ago

OHL Queue Manager

1-3 Year(s)

Chennai, Indore

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Job Description

Key Skills

Data Analysis Microsoft Excel Problem Solving Reporting Case Management Communication Skills Performance Monitoring Skill in monitoring support dashboards Team Management, SLA Management

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Workflow Adherence Specialist

Location: Chennai / Indore
Service: Workflow Adherence Services
Experience: Minimum 1 Year of Relevant Experience
Shift: 24/7 Rotational Shifts
Google Product Experience: Not Required
Google Certification: Not Required

Job Summary

We are looking for a Workflow Adherence Specialist to manage case transfers, monitor real-time dashboards, optimize queue performance, and ensure SLA adherence. The ideal candidate should have experience in case management, workload balancing, KPI monitoring, and coordinating with multiple teams across regions.

Key Responsibilities

Manage the transfer of cases between teams and regions to ensure smooth workflow operations.
Monitor real-time dashboards, KPIs, and queue performance.
Coordinate workload balancing across multiple queues and teams.
Ensure SLA adherence through effective queue management and timely case assignments.
Analyze historical and real-time queue data to identify trends and areas for improvement.
Generate reports on case volumes, wait times, and assignment efficiency.
Provide actionable insights and recommendations to improve queue performance.
Identify workflow bottlenecks and take appropriate corrective action.
Coordinate with team leads and team members to resolve assignment and queue-related issues.
Support effective communication and workload distribution during peak periods and high-volume surges.

Required Skills

Case Flow Optimization and Queue Management
Real-Time Dashboard and KPI Monitoring
Workload Balancing and Case Reassignment
High-Volume Case Routing and Management
SLA Monitoring and Adherence
Data Analysis and Performance Reporting
Workflow Optimization and Bottleneck Identification
Strong Communication and Cross-Team Coordination
Problem-Solving and Decision-Making Skills
Time Management and Multitasking

Eligibility Criteria

Minimum 1 year of relevant experience in workflow management, queue management, case routing, or a related operational role.
Experience monitoring dashboards, tracking KPIs, and managing workload distribution.
Ability to analyze queue performance and identify operational bottlenecks.
Strong communication skills to coordinate effectively across teams and regions.
Willingness to work in a 24/7 rotational shift environment.
Prior Google product experience and Google certification are not required.

Important

Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are mandatory for profile creation.

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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