Job Title: Team Manager / Queue Manager – Tech Support
Location: Indore (Preferred)Work Setup: Onsite (as per client requirement)Work Shift: Flexible (must be open to shifts)Experience Required: 4–8 years total experienceSalary: As per company standardsJob SummaryThe Team Manager / Queue Manager will be responsible for overseeing daily case management, ensuring efficient routing and flow of support cases across teams and regions. This role requires strong operational management skills, performance monitoring, and the ability to resolve bottlenecks while ensuring adherence to service-level objectives (SLOs). The ideal candidate has experience in tech support operations, excellent communication skills, and the ability to lead teams effectively.Key ResponsibilitiesQueue ManagementManage and optimize the flow of cases across teams and regions for maximum operational efficiency.Monitor support dashboards and KPIs to identify cases requiring attention or escalation.Reassign and distribute workload as needed, especially during peak hours or team absences.Prioritize high-volume cases to ensure timely and appropriate routing.Identify bottlenecks and take swift action to resolve case flow issues.Communicate clearly with cross-regional and cross-functional teams as needed.Team Management – Case ManagementTrack and monitor daily case progress to ensure timely updates and resolution.Ensure compliance with service level objectives (SLOs) for all active cases.Act as the point of escalation for complex or sensitive cases.Facilitate cross-functional collaboration to address technical or operational blockers.Performance ManagementSet clear goals and expectations aligned with operational targets.Provide ongoing, constructive feedback to team members.Implement Performance Improvement Plans (PIPs) as required.Analyze KPIs beyond CSAT and escalations to assess team performance holistically.Governance & Operations ExcellenceEnsure adherence to policies, processes, and regulatory requirements.Participate in strategic planning and provide operational insights.Foster a culture of continuous improvement and encourage team-driven enhancements.Manage staffing levels, workload distribution, and resource allocationData Analysis & ReportingTrack, analyze, and interpret performance data to identify trends and improvement areas.Prepare and present operational reports to stakeholders.Identify operational risks and propose effective solutions.Leadership & Soft SkillsDemonstrated ability to motivate, guide, and develop a support team.Strong coaching and mentoring capabilities.Excellent stakeholder management and customer focus.Results-driven mindset with commitment to meeting SLOs and performance goalsRequired Qualifications4–8 years of total experience.1–2 years of experience in Tech Support projects (mandatory).Strong experience in case/queue management and operational workflows.Strong communication and decision-making skills.Ability to work in flexible shifts.Based in or willing to relocate to Indore (or Chennai if required).Good-to-HaveGoogle Workspace Administrator CertificationCloud Digital Leader CertificationExperience in multi-regional support operations
