Global Queue Manager

What you get to do in this role:   The Global Queue Manager (GQM) is instrumental in providing our customers with an elevated experience by ensuring we are serving our customers’ needs. This individual contributor role is responsible for operational oversight of a Subject Matter Expert (SME) Team’s high-priority cases during a Region’s shift control hours, acting as the single point of contact for decision-making for incoming volume and cases flagged as "Follow-the-Sun" (FTS). In addition to this, they are responsible for partnering closely with the RMR (Resource Management Representative) and GQMs in adjacent shifts within the same SME, providing them guidance to ensure optimal workload balancing across the available TSE & CSR resources and to swiftly assign cases to help maintain our contractual response Service Level Agreements (SLAs). Reporting to the Regional SME Leader, the GQM will be responsible for proactively sharing any insights related to workforce resources and high-priority case volume drivers. This person will work with minimal supervision and have strong time management skills and decision-making abilities. The ability to sense the level of urgency based on the customer’s tone is key to proactively stopping cases from escalating further.