Workflow & Queue Management Specialist – 24/7
Location: Indore, Chennai | Experience: 1+ year | Work Setup: Onsite / Shift-based | Service: Workflow Adherence Services

We are seeking a Workflow & Queue Management Specialist to manage case transfers across teams and regions, ensuring efficient workload distribution, SLA compliance, and high-volume case handling. This role is ideal for candidates with experience in BPO operations, process management, or customer support workflows.

Key Responsibilities

• Manage transfer of cases between teams and regions

• Monitor dashboards and KPIs in real time

• Balance workload across queues and teams

• Ensure SLA adherence and operational efficiency

• Analyze historical and real-time queue data to identify bottlenecks

• Generate reports on case volume, wait times, and assignment efficiency

• Provide insights and recommendations to improve queue performance

• Communicate and coordinate with team leads during peak periods or surges

Required Skills

• Case flow optimization and high-volume routing

• Dashboard and KPI monitoring

• Workload balancing and bottleneck identification

• Strong communication across teams and regions

• Ability to work 24/7 shifts and manage surges effectively

Google product experience or certification is not required.