Queue Specialist

About This Opportunity

We are representing a confidential technology solutions organization with operations across North America. Our talent team is currently searching for a Queue Specialist to join their Customer Service organization in Mexico. This is an individual contributor role focused on the real-time performance and health of support ticket operations.

In this position, you will maintain visibility into queue performance, service-level adherence, workload distribution, and case progression across all priority levels. You'll coordinate closely with support leaders, technical teams, and incident management to ensure timely routing, prevent backlogs, and drive follow-up when service commitments are at risk.

Responsibilities

• Monitor ticket queue performance throughout the day and identify emerging service-level, capacity, and coverage risks
• Coordinate with support leaders and technical teams to rebalance workload, adjust routing, and address volume spikes, absences, and major incidents
• Track staffing coverage and agent availability against demand; communicate gaps or schedule risks to appropriate leaders
• Maintain queue operating procedures, prioritization rules, routing standards, escalation paths, and customer communication requirements
• Drive follow-up on unassigned, aging, stalled, or at-risk work until ownership and next actions are confirmed
• Maintain operational visibility into ticket volume, backlog aging, severity mix, assignment status, SLA performance, and customer update compliance
• Prioritize P1/P2 incidents, aging P3/P4 tickets, stalled cases, repeat contacts, and work at risk of breaching service commitments
• Review tickets for complete issue details, business impact, troubleshooting history, evidence, ownership, and next-update commitments
• Conduct daily queue reviews and coordinate corrective action when progress, documentation, or customer communication does not meet standards
• Serve as the operational coordination point for queue risk, ownership gaps, priority questions, and cross-functional follow-up
• Ensure urgent and high-impact issues are escalated promptly to Incident Management, Technical Support, subject matter experts, or leadership
• Provide concise operational reporting on ticket backlog, SLA risk, coverage, escalations, and major service events
• Monitor customer update commitments and coordinate follow-up when communications are overdue or incomplete
• Monitor compliance with ticket workflows, SLAs, escalation requirements, documentation standards, and audit expectations
• Track and report measures such as first-contact resolution, ticket response time, backlog aging, reopen rate, update compliance, and customer satisfaction
• Analyze demand trends, repeat contacts, misrouted tickets, escalation delays, and capacity constraints to identify improvement opportunities
• Maintain queue dashboards, operating procedures, routing guidance, and reporting materials
• Recommend tools, automation, routing, workflow, and coverage improvements that increase responsiveness and customer experience

What We're Looking For

Required:

• 7+ years of service desk, technical support, call center, or ticket operations experience
• Demonstrated experience monitoring or coordinating high-volume ticket queues in a 24x7 or extended-hours support environment
• Experience with real-time queue monitoring, workload balancing, ticket assignment, SLA tracking, and escalation coordination
• Strong knowledge of incident prioritization, ticket lifecycle management, routing, documentation, escalation, and customer communication
• Ability to interpret ticket and operational metrics, identify trends and service risks, and recommend corrective actions
• Experience using case-management, reporting, and knowledge-management platforms
• Excellent written and verbal communication skills with the ability to influence action across technical and non-technical stakeholders
• Sound judgment under pressure and the ability to make timely operational decisions during high-volume periods and critical incidents
• Strong organizational, analytical, conflict-resolution, and problem-solving skills
• Ability to work independently, manage competing priorities, and maintain attention to detail in a fast-paced environment
• Ability to support nights, weekends, holidays, and non-traditional schedules as operational needs require

Preferred:

• 3+ years leading technical support teams or queue management
• Bachelor's degree in information technology, business, communications, or a related field, or equivalent professional experience
• ITIL, HDI, contact-center, or workforce-management certification
• Experience with enterprise telephony, automatic call distribution, or workforce-management platforms
• Experience supporting business-critical, technical, or industrial environments
• Experience improving queue performance through workflow automation, skill-based routing, self-service, analytics, or knowledge-centered support practices

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to understand your background and confirm alignment with the role requirements. Once we identify a strong match, we will submit your profile to our client for consideration. We ask that you do not contact the client directly, as all communication and coordination will be managed through our team to ensure a smooth and professional process.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices and equal employment opportunity. We welcome applicants from all backgrounds and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.