Service: Workflow Adherence Services
24/7 Coverage: Yes
Minimum relevant experience: 1 year
Google product experience: Not required
Google certification: Not required

Responsibilities

Manage transfer of cases between teams and regions

Monitor dashboards and KPIs in real time

Coordinate workload balancing across queues and teams

Ensure SLA adherence through queue management

Analyze historical and real-time queue data

Generate reports on case volume, wait times, assignment efficiency

Give insights and recommendations on queue performance

Coordinate with team leads/members on assignments and queue issues

Support communication during peak periods or surges.

Skills

Case flow optimization

Dashboard/KPI monitoring

Reassigning cases and balancing workload

Handling high-volume case routing

Identifying bottlenecks quickly

Strong communication across teams/regions