Queue Operations & Escalation Specialist

mhs; México; Presencial; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

FORTNA is seeking a Queue Specialist to manage daily ticket queue performance within Customer Service. The role focuses on SLA health, workload balance, and timely routing across priorities, partnering with Incident Management and Technical Support to improve process and prevent backlogs.

The position emphasizes data-driven decision making, clear communication, and influence across teams without formal people-management authority, with no direct reports.

Formación

• Demonstrated ability to analyze queue performance and drive improvements.
• Strong communication skills for cross-team coordination.
• Ability to influence action across multiple teams without formal authority.

Responsabilidades

• Monitor ticket queue performance and SLA risk across the day.
• Coordinate workload rebalance and routing with support leaders and technical teams.
• Lead daily queue reviews and ensure proper ownership and next actions.
• Escalate urgent issues to Incident Management and Leadership with clear criteria.

Conocimientos

Data analysis

Clear communication

Influence without authority

Descripción del empleo

FORTNA is seeking a Queue Specialist to manage daily ticket queue performance within Customer Service. The role focuses on SLA health, workload balance, and timely routing across priorities, partnering with Incident Management and Technical Support to improve process and prevent backlogs.

The position emphasizes data-driven decision making, clear communication, and influence across teams without formal people-management authority, with no direct reports.