Job Title: Workflow Adherence Services – Case Management / Queue Management

Location: Chennai / Indore
Job Code: 409130
Service: Workflow Adherence Services
Coverage: 24/7
Minimum Relevant Experience: 1+ Year
Google Product Experience: Not Required
Google Certification: Not Required

Job Summary

We are looking for a Workflow Adherence / Queue Management Specialist to support real-time case flow, workload balancing, and SLA adherence across teams and regions.

The role will be responsible for monitoring queues and operational dashboards, transferring and assigning cases, balancing workloads, identifying bottlenecks, and providing timely insights to ensure efficient case management and service delivery.

Key Responsibilities

• Manage the transfer and reassignment of cases between teams and regions.

• Monitor operational dashboards and KPIs in real time.

• Coordinate workload balancing across queues, teams, and regions.

• Ensure SLA adherence through effective queue and case management.

• Analyze historical and real-time queue data to identify trends and operational gaps.

• Generate reports covering:

  • Case volume

  • Wait times

  • Assignment efficiency

  • Queue performance

  • SLA adherence

• Provide data-driven insights and recommendations to improve queue performance.

• Coordinate with team leads and team members regarding case assignments, transfers, and queue-related issues.

• Identify and address workflow bottlenecks quickly.

• Support communication and workload management during peak periods, high-volume situations, and operational surges.

• Ensure cases are routed to the appropriate teams and regions within defined timelines.

• Maintain operational discipline and support continuous improvement in case-flow management.

Required Skills

• Case Flow Optimization

• Dashboard & KPI Monitoring

• Queue Management

• Case Reassignment & Workload Balancing

• High-Volume Case Routing

• SLA Management

• Real-Time Operations Monitoring

• Data Analysis & Reporting

• Bottleneck Identification

• Strong Communication & Coordination

• Cross-Team / Cross-Region Collaboration

Required Experience

• Minimum 1 year of relevant experience in workflow management, queue management, case management, operations monitoring, service delivery, or a related field.

• Experience working in a high-volume operational environment is preferred.

• Ability to work across multiple teams, queues, and regions.

• Strong analytical and problem-solving abilities.

Work Environment

• 24/7 operational coverage

• Candidates should be flexible to work in shifts as required.

• Strong coordination across teams and regions is essential.

Additional Information

• Google product experience is not required.

• Google certification is not required.