OHL Queue Manager
Gratitude IncOHL Queue Manager
Job Description
Key Skills
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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
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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