Queue Specialist

FORTNAMexico only

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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.

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Queue Specialist at FORTNA · ApplyPick

Queue Performance & Operational Coverage
Monitor ticket queue performance throughout the day and identify emergingservice-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.
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.
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.
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.

Queue Specialist

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Queue Specialist

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Position Summary

Key Responsibilities

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