OHL Queue Manager

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.