Queue Management Specialist

TaskUs; Hinoba-an; On-site; PHP 350,000 - 550,000; Full time

Job summary

TaskUs in Las Piñas is seeking a Queue Management Specialist to oversee incident queues, coordinate help desk resources, and ensure timely resolutions in a 100% onsite setup.

The role requires strong IT support background, excellent English communication, and the ability to start ASAP in a dynamic MSP environment. You will work with U.S.-based leadership to drive KPI improvements and service levels.

Qualifications

• 2+ years IT support experience in a call center environment.
• Strong knowledge of MSP/Channel-based Help Desk operations and KPI management.
• Excellent oral and written English communication; problem-solving under pressure.

Responsibilities

• Collaborate with the U.S.-based leadership to ensure objectives are documented and met to satisfy customer SLOs.
• Lead queue management activities for a team of Help Desk technicians to meet performance targets and deliver exceptional service.
• Coordinate with the Help Desk Operations Manager and technical staff to ensure objectives are documented and followed for KPI attainment.
• Lead the dispatch process of service incidents to ensure full utilization of technical resources.
• Prioritize incoming requests to ensure timely resolutions and adherence to SLOs.
• Allocate resources effectively to meet support demands.
• Provide weekly reports on service metrics to the Leadership Team and Help Desk Operations Manager.

Skills

IT support

English fluency

SLO adherence

KPI management

Incident triage

Technical writing

Education

Bachelor's Degree in CS/ENG/communications

ITIL qualification

Job description

About TaskUs

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What can you expect in a Queue Management Specialist role with TaskUs

This role will manage the incident queue to ensure all non-voice-related incidents created are addressed and assigned to the agents. The Queue Management Specialist will assist, as directed, to allocate resources in real time to outbound resolution activities to ensure SLO’s are met. This role will play a crucial role in overseeing and coordinating the daily incident activities of the Help Desk Team. This includes initial email incident triage, incident assignment, SLO management, providing guidance, ensuring efficient support operations, and maintaining high levels of customer satisfaction. The ideal candidate should have a deep understanding of various IT Service Management tools and routines, exceptional critical thinking skills, and a passion for delivering against calibrated KPI’s.

Key Responsibilities

• You will work closely with the U.S. based leadership team to ensure all objectives are in place, documented, and followed to ensure customer SLOs are satisfied.
• Lead queue management activities that enable a team of Help Desk technicians, ensuring they meet performance targets and provide exceptional customer service.
• Work closely with the Help Desk Operations Manager and technical staff to ensure all objectives are in place, documented, and followed to ensure the obtainment of Help Desk KPI’s.
• Lead the dispatch process of service incidents to ensure full utilization of technical resources.
• Prioritize incoming and support requests, ensuring timely resolution and adherence to service level agreements (SLOs).
• Allocate resources effectively to meet support demands.
• Provides reporting of service metrics to Leadership Team providing status reports to the Help Desk Operations Manager on a weekly basis regarding resource allocation and continual service improvements.

Required Qualifications

• You must have at least 2 years of IT support experience.
• Knowledge of I.T. systems, equipment & requirements / demands in call center Operations and organization, particularly in the area of Operations support.
• Skilled technical writer able to document problems and solutions for customers and other technical support personnel.
• Excellent knowledge of large MSP/Channel-based Help Desk Services operations, processes, workflows, and procedures.
• Proficient in Help Desk operations and queue management, adherence of defined SLOs, and management of key performance indicators (KPI’s) and metrics.
• Exceptional critical thinking skills to identify root causes and implement efficient solutions in high-pressure situations.
• Strong time and project management skills.
• Excellent oral and written communication skills.
• Fluency in the English language.
• Adaptive to changing work schedules and working hours.
• Excellent problem determination technique.
• Excellent customer orientation.
• Well- organized and good follow through on commitments to customers.
• Strong problem-solving, decision-making, and analytical skills.
• Can start ASAP.

Education / Certifications

• Bachelor's Degree in Computer Science, Computer Engineering, Engineering Communications and/or equivalent experience.
• ITIL qualification/s and MCP certification/s are a plus!

Work Location / Work Schedule / Travel

Las Pinas 100% onsite work setup GY Schedule (Rotational as needed)

DEI

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.