AddressWhat is the Global Queue Manager role?
The Global Queue Manager (GQM) is instrumental in providing our customers with an elevated experience by ensuring we are serving our customers’ needs.
This individual contributor role is responsible for operational oversight of a Subject Matter Expert (SME) Team’s high-priority cases during a Region’s shift control hours, acting as the single point of contact for decision-making for incoming volume and cases flagged as "Follow-the-Sun" (FTS).
In addition to this, they are responsible for partnering closely with the RMR (Resource Management Representative) and GQMs in adjacent shifts within the same SME, providing them guidance to ensure optimal workload balancing across the available TSE & CSR resources and to swiftly assign cases to help maintain our contractual response Service Level Agreements (SLAs).
Responsibilities
- Workload Balancing: Monitor incoming case volume versus backlog to ensure even distribution amongst the regional and global team.
- Case Management: Execute Traffic Control of FTS cases and new/unassigned cases
- Handovers: Communicate with outgoing and incoming regional shift GQM
- Escalation Management: P1 / P2 / Escalation help / Engaging Internal teams
- Shift Coverage: Ensures Work Force Management (WFM) is up to date with on shift / available TSE or CSR resources.
- Reporting/Insights
- Provide regular trend reports (daily, weekly, monthly) on workload assigned (cases, changes & tasks) and resource availability to the Regional SME Leader
- Provide regular SME-specific summaries on all sensitive cases/customers/escalations, bringing awareness to the Regional SME Managers
- Make recommendations for best practices on case handling, triaging and other challenges faced during shift control to the regional lead/Manager.
