Real-Time Queue Performance Specialist

FORTNA; Mexico; On-site; PHP 3,762,000 - 5,643,000; Full time

Job summary

FORTNA is seeking a Queue Specialist to manage day-to-day queue performance within the Customer Service organization. You will monitor real-time and interval ticket performance, coordinate workload adjustments with support leaders and technical teams, and drive follow-up to prevent backlogs.

This role requires strong judgment, data analysis, and the ability to influence actions without formal authority. The position focuses on improving routing, accelerating ticket progression, and maintaining

Qualifications

• 7+ years of service desk or ticket operations experience.
• Experience monitoring high-volume ticket queues in 24x7 or extended-hours support.
• Strong knowledge of incident prioritization, ticket lifecycle, routing, and escalation.

Responsibilities

• Monitor queue performance and identify SLA risks.
• Coordinate workload with support leaders and technical teams.
• Maintain queue operating procedures and escalation paths.
• Review tickets for complete details and ownership; ensure timely actions.
• Provide operational reporting on backlog, SLA risk, and escalations.
• Escalate urgent issues to Incident Management and leadership.

Skills

Service desk

24x7 support

Ticket operations

Incident management

Communication skills

Case management tools

Education

Bachelor’s degree or equivalent

ITIL/HDI certification (preferred)

Tools

Ticketing software

Reporting tools

Knowledge management platforms

Job description

FORTNA is seeking a Queue Specialist to manage day-to-day queue performance within the Customer Service organization. You will monitor real-time and interval ticket performance, coordinate workload adjustments with support leaders and technical teams, and drive follow-up to prevent backlogs.

This role requires strong judgment, data analysis, and the ability to influence actions without formal authority. The position focuses on improving routing, accelerating ticket progression, and maintaining