Descrição de Tarefas e Responsabilidades
We are looking for a high-performing, action-oriented and organized Queue Account Manager.
Queue management activities : monitoring queues across different products / technologies, partnering with Incident Managers, other teams to ensure the timely and expedited assignment of the support incidents.
Active role in identifying tools outages and reporting / engaging required IT teams, as well as correcting misbehaviors for misrouted incidents.
Partner with team / technology manager for escalation management.
Report and identify trends and workload dynamics for driving improvements, and further insights for operational business reviews.
Ensure a smooth and expedited case assignment and drive a strong collaboration with customers and internal stakeholders.
Capacity and staffing planning activities, both for weekdays and weekends, and vacations.
Users accounts management and set up for new team members.
Collect feedback and learnings from the interactions with Customer Success Account Managers and Incident Managers, and support customer onboarding activities. 
