Queue Co-ordinator

As a Queue Coordinator, you are responsible for managing workflow efficiently by monitoring queues, validating and assigning tickets or tasks, balancing workloads, and ensuring that SLA targets are met. Your role also involves handling customer service, communication, and documentation effectively to enhance the overall operational efficiency and customer experience. **Key Responsibilities:** - Monitor queues and incoming requests, ensuring completeness and accuracy. - Validate tickets, categorize issues, and maintain accurate logs as per standard operating procedures. - Assign tickets to appropriate resources, prioritizing urgent or high-priority items. - Re-route incorrectly assigned tickets to the correct team. - Assign work orders to eliminate resource idle time and ensure balanced workloads. - Proactively monitor ticket queues and resource availability. - Coordinate with requesters to reschedule on-site dates or address downtime changes. - Provide proactive updates to customers and internal teams on ticket status. - Manage customer expectations and maintain a high standard of service. - Notify leadership of any customer escalations or potential issues. - Host status meetings to provide updates and discuss outstanding issues. - Document ticket resolution activities and maintain accurate records of ticket status and operational data. - Oversee the creation and delivery of client activity and management reports. - Ensure strict adherence to company policies and standard operating procedures. - Monitor for anomalies in queues and potential telephony or routing issues. **Qualifications Required:** - Typically requires a minimum of 4-6 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or equivalent work experience. **Additional Details:** This position does not have direct reports but may mentor less experienced associates in the role. **Preferred Qualifications:** - ITIL Foundations Certified. - Basic understanding of Windows, Storage, Backup, VMware. - Good knowledge of Service Now, including creating dashboards and reports. - Proficiency in MS Office, especially MS Excel and MS PowerPoint. - Knowledge of reporting tools like Power BI. - Experience in managing technical tickets, customer service requests, and data management. - Willingness to travel occasionally (10%-20%). As a Queue Coordinator, you play a crucial role in managing workflow efficiently, ensuring customer satisfaction, and maintaining operational excellence. Your strong communication skills, attention to detail, and ability to adapt to changing priorities will contribute to the success of the team and the organization as a whole.,