Call Queue Coordinator

Job Summary

A company is looking for a Call Queue Coordinator.

Key Responsibilities

• Oversee daily call queue performance and ensure adherence to SOPs
• Generate reports and dashboards related to call metrics and provide recommendations to leadership
• Assist the Service Management team with trend analysis and support internal initiatives for continuous improvement

Required Qualifications

• Strong knowledge of ConnectWise Manage and similar call routing systems
• Familiarity with call center metrics such as SLA attainment and staffing adherence
• Experience with contact center or ITSM tools
• Working knowledge of ITIL concepts related to service management
• Experience in an MSP environment supporting real-time service operations is desirable