Queue Coordinator (QC 0) (Government)

Cricket Wireless LLC.; Columbia (MD); On-site; USD 33,000 - 72,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement

Paid Time Off and Holidays

Paid Parental Leave

Paid Caregiver Leave

Adoption Reimbursement

Disability Benefits

Life Insurance

Employee Discounts on AT&T plans

Job summary

AT&T Global Public Sector is seeking a Queue Coordinator to support a large government contract. The role centers on managing ticket flow, prioritizing tasks, and ensuring adherence to SLAs.

You will coordinate resources across shifts from a Columbia, Maryland location, with a 40-hour work week and strict process compliance. Required TS/SCI clearance with polygraph, strong teamwork, and ability to adapt to evolving procedures.

Qualifications

• Minimum 1 year in a customer service, help desk, or NOC environment.
• Basic understanding of Windows applications including Excel, Outlook, Word, and PowerPoint.
• Flexible to work any shift between 6am and 6pm.
• Ability to collaborate with team members and stakeholders to meet goals.
• Requires TS/SCI clearance with polygraph.

Responsibilities

• Monitor real-time ticket queues and route tickets to the appropriate resources.
• Prioritize tickets and track performance to meet SLAs.
• Assess workload and distribute tickets to balance resources across the contract.
• Ensure all ticket handling complies with contractual obligations and quality standards.
• Maintain a fixed coverage schedule across all shifts.
• Collaborate with team to share responsibilities and best practices.
• Adapt to changing processes and technologies to keep operations smooth.

Skills

1 year experience

Windows apps

Adaptability

Shift flexibility

Team collaboration

Tools

Excel

Outlook

Word

PowerPoint

Job description

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.

RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.

Are you passionate about keeping operations running smoothly and ensuring that nothing slips through the cracks? Join our dynamic team as a Queue Coordinator supporting a large-scale government contract! In this critical role, you’ll be the central hub of our ticket management process, ensuring efficient ticket flow, proper prioritization, and strict adherence to our Service Level Agreements (SLAs). If you thrive in a fast-paced, team-oriented environment and have a knack for orchestrating resources and solving challenges on the fly, we want to hear from you!

Job Duties/Responsibilities

• This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.
• Orchestrate Ticket Flow: Monitor dedicated ticket queues in real-time, assigning and routing tickets to the appropriate technical resources for resolution.
• Prioritize & Track Performance: Oversee and track all tickets to ensure they are handled within contractual SLAs and elevate issues as needed.
• Resource Allocation: Assess team workload and facilitate effective distribution of tickets, ensuring balanced resource utilization across the contract.
• Maintain Compliance: Ensure all ticket handling follows strict contractual obligations and quality standards.
• Schedule Adherence: Follow and maintain a set coverage schedule to guarantee seamless queue management across all shifts.
• Team Collaboration: Participate actively in a supportive, team-based environment, sharing responsibilities, knowledge, and best practices to drive collective success.
• Continuous Improvement: Adapt quickly to changing processes, technologies, and environments to keep our operations running at peak performance.

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)

Required Qualifications

• Experience: Minimum 1 years in a customer service, help desk, or network operations center (NOC) environment.
• Technical Skills: Basic understanding of Windows applications, including Excel, Outlook, Word, and PowerPoint.
• Adaptability: Comfortable shifting gears and adapting to changes across multiple work environments.
• Availability: Flexibility to work any shift between 6am and 6pm.
• Team Spirit: Proven ability to work collaboratively, share responsibilities, and communicate clearly with team members and stakeholders.
• Impact: Play a pivotal role in supporting mission‑critical government operations.
• Growth: Develop your skills in a collaborative environment with opportunities for advancement.
• Variety: Every day brings new challenges and the satisfaction of making a difference.
• Team Culture: Work alongside supportive colleagues who value communication, integrity, and mutual success.

Our Queue Coordinator (QC0) (Government) earns $33,000 - $71,500 yearly.

Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Perks and Benefits

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company‑designated holidays) *Pro-rated when working less than 40 hrs/wk.
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T wireline phone

Work Details

Weekly Hours: 40

Time Type: Regular

Location: Columbia, Maryland

AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.

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