Queue Manager

hace 2 semanas


Barcelona, España Webhelp A tiempo completo

Queue Manager

Brief overview of the role

Route cases from Cloud Platform and Vendor queues appropriately. Monitor Personal queues. Manage Consults and Escalation queues

Tasks and responsibilities:

- Route cases appropriately based on specialization, availability, and other factors
- Monitor outstanding cases to ensure FMRs, Incremental Updates, and other time-based SLAs are met
- Re-route and/or reassign cases that are not being efficiently or properly handled
- Actively monitor cases in consult (IPGS# status)
- Escalate problem cases to Team Lead as appropriate
- Monitor outstanding cases to ensure FMRs, Incremental Updates, and other time-based SLAs are met
- Re-route and/or reassign cases that are not being efficiently or properly handled
- Escalate problem cases to Team Lead as appropriate
- Route consults appropriately based on TSEs availability and other factors
- Re-route and/or reassign consults that are not being efficiently or properly handled
- Route escalations appropriately based on specialization, availability, and other factors

Hours and Benefits:

- 39 hours/week: Monday to Friday from 09:00 to 18:00
- Salary for 39 hours: 20.000 Euros gross/year + up to 3.000 Euros gross/year
- Long-term contract
- Ongoing training
- Possibility to grow within the company
- Employee discounts with recognized brands of the tech, fashion, sports, travel and hospitality industry
- Start date: Immediate
- Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in pro-portion to time worked) *

Minimum & required Skills for hiring

Your contributions:

- Very good communication skills
- Excellent level of English
- Time management
- Motivation
- Reliability
- Flexibility / Adaptability
- Knowledge of procedures
- Fast Learner
- Minimum acquired skills and knowledge after the training
- Internal Google tools
- Team Motivator
- Troubleshooting Procedure
- Internal WEBHELP Procedures
- Advance Softs Skills
- Advanced conflict management skill
- The period of holiday entitlement is fixed by mutual agreement between the company and the employee.

RRQ22-007275-1-UNITED KINGDOM



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