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Case Queue Specialist (Real-Time Analyst)

SupportNinja

Taguig City

Hybrid

Full Time

Moderate

Summary

Responsibilities

Monitor the case queue and assign/reassign cases based on inflow
Manage, triage, and action customer voicemails
Follow up on non-escalation email requests
Provide support to team leads by monitoring the team Dashboard

Requirements

At least a year of experience as Real Time Analyst in a BPO industry
Good communication skills both written and oral
Good organizational and time management skills
Bachelor’s degree or relevant academic achievement

Work-Life Balance Benefits

Hybrid work setup (at least 2 days a week onsite)
Paid time off, including birthday leave
Supportive company culture emphasizing employee focus and growth

Benefits

Competitive compensation
Life Insurance
HMO on day 1
Retirement Savings Program with Company Matching
Bonus and incentive plans
Opportunities for skills training and personal development
Employee Referral Program
Free lunch provided daily for onsite employees

Apply Now

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Full Details of Job Post

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

This is a hybrid setup at The Foundry, BGC, Taguig City (at least 2 days a week onsite)

What does a day in the life as a Case Queue Specialist look like?

Responsible for monitoring the case queue and assigning (and re-assignment) cases based on inflow to ensure fairness and proper distribution of workload across the team.
Managing, triaging, and action of customer voicemails.
Managing non-escalation email requests/follow-ups
Monitoring and following up on FPR
Provide auxiliary support to the team leads in monitoring the team Dashboard to flag cases that are >3 days Idle, active backlog >30 days, “updated” cases >24 hours and cases that will exceed SLT on a given shift.
May perform ad-hoc and other responsibilities that will be assigned by the management team.

What are the required qualifications for a Case Queue Specialist?

At least a year of experience as Real Time Analyst (Queue Management and Reports) in a BPO industry
Good communications skills both written and oral
Good organizational and time management skills
Bachelor’s degree or undergraduate academic achievement will do
Willing to work on a hybrid setup in BGC, Taguig - Foundry Office (2 days a week onsite)

Nice-to-have qualifications:

At least a year of work experience as a Technical Support Representative
End-user knowledge in the SFDC platform
Similar work experience as a case queue support or operations analyst

Ninja Perks and Benefits

*Full time employees

● Competitive compensation

● Adherence to government-mandated benefits

● Retirement Savings Program with Company Matching

● Life Insurance

● HMO on day 1

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

● Employee Referral Program

● Beautiful office space (for onsite employees)

● Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

Apply Now

👉 Please mention that you found this job on CalmJobs, thanks!