Call Queue Coordinator - Remote

Overview

The Call Queue Coordinator is responsible for real-time oversight of the engineer call queue, supporting operational analysis, documentation, and continuous improvement of SLA performance in a fast-paced IT management environment.

In Short

• Monitor daily call queue performance for coverage and adherence.
• Resolve real-time conflicts related to breaks and emergencies.
• Forecast call volume trends and make staffing recommendations.
• Generate reports and dashboards on call metrics.
• Assist Service Management team with trend analysis.
• Support internal initiatives such as process documentation.
• Identify and flag recurring issues and process gaps.
• Provide weekly reporting and recommendations to leadership.
• Participate in service improvement meetings.
• Maintain accountability tracking for attendance and queue compliance.

Requirements

• Strong knowledge of ConnectWise Manage and call routing systems.
• Familiarity with call center metrics and ITSM tools.
• Excellent communication and escalation skills.
• Organizational and conflict-resolution skills.
• Working knowledge of ITIL concepts.
• Experience in an MSP environment is desirable.
• Familiarity with Power BI or similar tools is a plus.
• Comfortable partnering cross-functionally.
• Exposure to financial services client environment is a plus.
• Calm under pressure with strong attention to detail.

Benefits

• Competitive salary.
• Comprehensive benefits package.
• Great perks for global team members.
• Professional and career development opportunities.
• Friendly and professional work environment.