Queue Manager Senior

Tata Consultancy Services; Propriá; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading IT services firm in Propriá, Brazil, seeks an individual for the Queue Manager role. Responsibilities include monitoring ticket queues, prioritizing tasks, and enhancing workflow efficiency. Proficiency in ITSM platforms and intermediate English is needed. The firm offers numerous professional development opportunities, health benefits, and the chance for international experience. Join us to grow in a collaborative and innovative environment.

Serviços

Health insurance

Dental Plan

Life insurance

Transportation vouchers

Meal / Food Voucher

Childcare assistance

Qualificações

• Experience with workflow management and data analysis.
• Knowledge of SLA management and escalation procedures.
• Ability to negotiate priorities and communicate effectively.

Responsabilidades

• Monitor and manage queues efficiently.
• Acknowledge, triage, and prioritize tickets.
• Develop and refine queue management processes.

Conhecimentos

Understanding of workflow management and process optimization

Data analysis for queue metrics

Proficiency with ITSM platforms

Intermediate Excel skills

Intermediate English (written)

Clear and concise communication

Strong organizational skills

Analytical mindset

Proactive problem-solving

Ability to work under pressure

Ferramentas

Queue management software

Reporting tools

Descrição da oferta de emprego

Come to one of the biggest IT Services companies in the world!! Here you can transform your career!

Why to join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing to our success in a collaborative environment.

We are looking for who wants to learn and transform his career.

In this role you will :

The Queue Manager focuses on executing the flow of tickets, ensuring efficiency, prioritization and adherence to service levels.

Responsibilities :

• Monitor and manage queues
• Acknowledge receipt of tickets
• Triage tickets
• Prioritize tickets
• Assign tickets to appropriate resolver
• Manage tickets end to end
• Track and report queue performance, workload and team efficiency
• Perform tickets quality assurance
• Develop and refine queue management processes

Competencies :

• Understanding of workflow management and process optimization.
• Data analysis for queue metrics
• Familiarity with SLA management and escalation procedures.
• Proficiency with ITSM platforms
• Knowledge of queue management software and reporting tools.
• Intermediate Excel skills for data manipulation and reporting.
• Intermediate English (written)
• Clear and concise communication regarding queue status and priorities.
• Ability to negotiate priorities with different stakeholders.
• Documentation of processes and procedures.
• Strong organizational skills and attention to detail.
• Proactive problem-solving.
• Ability to work under pressure and make quick decisions.
• Analytical mindset.
• Focus on efficiency and continuous improvement

What can you expect from us?

• Professional development and constant evolution of your skills, always in line with your interests.
• Opportunities to work outside Brazil
• A collaborative, diverse and innovative environment that encourages teamwork.

What do we offer?

TCS Benefits – Brazil :

• Health insurance
• Dental Plan
• Life insurance
• Transportation vouchers
• Meal / Food Voucher
• Childcare assistance

Gympass

TCS Cares – free 0800 that provides psychological assistance (24 hrs / day), legal, social and financial assistance to associates

Partnership with SESC

Reimbursement of Certifications

Free TCS Learning Portal – Online courses and live training

International experience opportunity

Discount Partnership with Universities and Language Schools

Bring Your Buddy – By referring people you become eligible to receive a bonus for each hire

TCS Gems – Recognition for performance

Xcelerate – Free Mentoring Career Platform

At TATA Consultancy Services we promote an inclusive culture, we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility, in order to build a TCS that respects individuality. Come to be a TCSer!

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