Queue Specialist

Job description

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services. At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach. Position Summary The Queue Specialist is an individual contributor responsible for the day-to-day performance of the support ticket queue within the Customer Service organization. The role maintains visibility into queue health, service-level performance, workload distribution, case quality, and timely routing and escalation across all priorities. The Queue Specialst monitors real-time and interval ticket performance, coordinates workload adjustments with support leaders and technical teams, and drives follow-up when ticket service levels are at risk. The role partners with Incident Management, Technical Support, subject matter experts, and leadership to improve routing, accelerate ticket progression, and prevent backlogs from stagnating. This position has no direct reports. Success depends on strong operational judgment, data analysis, clear communication, and the ability to influence timely action across teams without formal people-management authority. Key Responsibilities 1. Queue Performance & Operational Coverage Monitor ticket queue performance throughout the day and identify emerging service-level , capacity, and coverage risks. Coordinate with support leaders and technical teams to rebalance workload, adjust routing, and address volume spikes, absences, and major incidents. Track staffing coverage and agent availability against demand and promptly communicate gaps or schedule risks to the appropriate leaders. Maintain queue operating procedures, prioritization rules, routing standards, escalation paths, and customer communication requirements. Drive follow-up on unassigned, aging, stalled, or at-risk work until ownership and next actions are confirmed. Provide real-time operational guidance and recommendations without direct supervisory or performance-management responsibility. 2. Ticket Queue Management & Case Progression Maintain operational visibility into ticket volume, unassigned work, backlog, aging, severity mix, assignment status, SLA performance, and customer update compliance. Prioritize P1/P2 incidents, aging P3/P4 tickets, stalled cases, repeat contacts, reopened tickets, and work at risk of breaching service commitments. Coordinate ticket assignment and rebalancing based on priority, skill, workload, geography, customer impact, and coverage. Review tickets for complete issue details, business impact, troubleshooting history, evidence, ownership, status, and next-update commitments. Conduct daily queue reviews and coordinate corrective action when progress, documentation, ownership, or customer communication does not meet standards. Identify and help resolve assignment gaps, duplicate tickets, routing errors, workflow failures, and other barriers to timely case progression. 3. Escalation, Communication & Operational Coordination Serve as the operational coordination point for queue risk, ownership gaps, priority questions, and cross-functional follow-up. Ensure urgent and high-impact issues are escalated promptly to Incident Management, Technical Support, subject matter experts, or leadership using defined criteria. Apply warm-handoff standards covering priority, impact, symptoms, timeline, diagnostics, evidence, current status , customer expectations, and next action. Provide concise operational reporting on ticket backlog, SLA risk, coverage, escalations, and major service events. Monitor customer update commitments and coordinate follow-up when communications are overdue or incomplete. Represent queue operations in service reviews, post-incident reviews, and improvement initiatives as requested. 4. Performance Monitoring & Continuous Improvement Monitor compliance with ticket workflows, SLAs, escalation requirements, documentation standards, and audit expectations. Track and report measures such as first-contact resolution, ticket response time, backlog aging, reopen rate, update compliance, quality scores, and customer satisfaction. Analyze demand trends, repeat contacts, misrouted tickets, escalation delays, knowledge gaps, and capacity constraints to identify improvement opportunities. Maintain queue dashboards, operating procedures, routing guidance, and reporting materials. Coordinate corrective and preventive actions with process owners, technical teams, and stakeholders and track improvements through measurable outcomes. Recommend tools, automation, routing, workflow, self-service, and coverage improvements that increase responsiveness and customer experience. Required Qualifications 7+ years of service desk, technical support, call center, or ticket operations experience. Demonstrated experience monitoring or coordinating high-volume ticket queues in a 24x7 or extended-hours support environment. Experience with real-time queue monitoring, workload balancing, ticket assignment, SLA tracking, and escalation coordination. Strong knowledge of incident prioritization, ticket lifecycle management, routing, documentation, escalation, and customer communication. Ability to interpret ticket and operational metrics, identify trends and service risks, and recommend corrective actions. Experience using case-management, reporting, and knowledge-management platforms. Excellent written and verbal communication skills with the ability to influence action across technical and non-technical stakeholders. Sound judgment under pressure and the ability to make timely operational decisions during high-volume periods and critical incidents. Strong organizational, analytical, conflict-resolution, and problem-solving skills. Ability to work independently, manage competing priorities, and maintain attention to detail in a fast-paced environment. Ability to support nights, weekends, holidays, and non-traditional schedules as operational needs require. Preferred Qualifications 3+ years leading technical support teams or queue management. Bachelor's degree in information technology, business, communications, or a related field, or equivalent professional experience. ITIL, HDI, contact-center, or workforce-management certification. Experience with enterprise telephony, automatic call distribution, or workforce-management platforms. Experience supporting business-critical, technical, or industrial environments. Experience improving queue performance through workflow automation, skill-based routing, self-service, analytics, or knowledge-centered support practices.