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Queue Management Jobs in Florida (NOW HIRING)

Osaic

Regional Supervision Manager

Saint Petersburg, FL · Hybrid

$70K - $80K/yr

Ensure proper business and sales practices are followed by the daily review of queue management reports. * Monitor reports and enforce internal controls to ensure compliance with industry standards ...

Wabtec

Customer Support Team Manager

West Melbourne, FL · On-site

$91K - $129K/yr

Monitor goals in support of departmental and corporate strategies, services requests queue management, reporting analysis (service response rate, team/individual stats, CSAT, staffing, overall ...

Osaic

Regional Supervision Manager

Saint Petersburg, FL · Hybrid

$70K - $80K/yr

Ensure proper business and sales practices are followed by the daily review of queue management reports. * Monitor reports and enforce internal controls to ensure compliance with industry standards ...

Wabtec

Customer Support Team Manager

West Melbourne, FL · On-site

$91K - $129K/yr

Monitor goals in support of departmental and corporate strategies, services requests queue management, reporting analysis (service response rate, team/individual stats, CSAT, staffing, overall ...

ValorVIP

Call Center Collections Supervisor

Tampa, FL · Remote

Manage the daily workflow of the collections team, including call distribution, queue management, and scheduling, to ensure efficient operations and optimal resource utilization. * Monitor call ...

MCI Careers

Debt Recovery Supervisor

Tampa, FL · Remote

Manage the daily workflow of the collections team, including call distribution, queue management, and scheduling, to ensure efficient operations and optimal resource utilization. * Monitor call ...

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Queue Management information

What are the key skills and qualifications needed to thrive in the Queue Management position, and why are they important?

To excel in Queue Management, you need strong organizational skills, attention to detail, and experience with customer service or operations management, often supported by a high school diploma or relevant experience. Familiarity with queue management software, CRM systems, and real-time monitoring tools is typically required. Exceptional communication, problem-solving abilities, and the capacity to remain calm under pressure help professionals stand out in this role. These skills are crucial for maintaining efficient service flow, minimizing wait times, and ensuring a positive customer experience.

What is queue management?

Queue management involves organizing and controlling the flow of people or items waiting for service to reduce wait times and improve efficiency. In a job context, it often requires skills in customer service, use of queue management software, and effective communication to ensure smooth operations.

What are the typical challenges faced in a Queue Management role, and how can I prepare for them?

In a Queue Management position, you'll often encounter fluctuating customer volumes, high-pressure situations, and the need to balance fast service with accuracy. Preparing for these challenges involves developing strong multitasking skills, being adaptable to sudden changes, and familiarizing yourself with queue management technologies and reporting tools. Most workplaces offer training on specific systems and protocols, but proactive learning and staying organized can give you an edge. Additionally, collaboration with team members and clear communication are key for ensuring smooth operations, especially during peak hours.

What is the future of queue management?

The future of queue management roles involves increased use of digital and automated systems, such as mobile apps, virtual queues, and self-service kiosks, which improve efficiency and customer experience. Professionals in this field will need skills in technology integration, data analysis, and customer service to adapt to evolving tools and platforms.

What job is most in demand right now?

Queue management roles, such as customer service coordinators and operations staff, are in high demand due to the need for efficient customer flow in retail, healthcare, and transportation sectors. These jobs often require strong communication skills and familiarity with scheduling or queue management tools. Demand is driven by increased customer service expectations and operational efficiency needs.

What is a Queue Management job?

A Queue Management job involves overseeing the efficient flow of customers, requests, or tasks in a queue to minimize wait times and improve service delivery. Responsibilities may include monitoring queue systems, optimizing resource allocation, and implementing strategies to enhance customer experience. This role is common in industries like retail, healthcare, banking, and call centers, where managing customer traffic is crucial. Effective queue management helps reduce congestion, improve service efficiency, and enhance overall satisfaction.

What jobs pay $2000 a day?

High-paying jobs that can pay around $2000 a day often include specialized roles such as senior corporate executives, certain medical specialists, high-level consultants, and successful entrepreneurs. These positions typically require extensive experience, advanced skills, and often involve high responsibility or risk. Compensation varies based on industry, location, and individual performance.
What are popular job titles related to Queue Management jobs in Florida? For Queue Management jobs in Florida, the most frequently searched job titles are:
What job categories do people searching Queue Management jobs in Florida look for? The top searched job categories for Queue Management jobs in Florida are:
Queue Management jobs near you
After Hours Service Manager

After Hours Service Manager

Dedicated IT

Palm Beach Gardens, FL

$80K - $105K/yr

Other

Posted 5 days ago

Job description

After-Hours Service Manager

Location:                       Palm Beach Gardens, FL

Schedule:                      Monday through Friday 1 PM to 10 PM

Salary:                           $80,000 - $105,000 annually                                                                                          

Travel:                           Up to 10% - May travel to client sites (need-based - Multi-day travel may be needed)

Promotion Path:           Service Delivery Manager, Account Manager

Mission of the Role

The After-Hours Service Manager is responsible for transforming the after-hours support function into a highly trusted, process-driven, and operationally aligned extension of the daytime service organization.

This leader will elevate technical execution, accountability, collaboration, and service quality across nights and weekends while building strong cross-functional trust with daytime service teams. Success in this role is measured by improved operational efficiency, increased technician performance, stronger process adherence, reduced service friction between shifts, and the establishment of after-hours as a proactive force multiplier for the organization.

Job ScorecardAccountability #1:Build a High-Performance After-Hours TeamOutcomes / KPIs
  • Increase A-player density on the after-hours team by 30%+ within 12 months through coaching, accountability, hiring, and performance management
  • Conduct bi-weekly 1:1s with 100% of direct reports
  • Maintain documented development plans for all technicians
  • Reduce repeat technician performance issues through structured coaching and clear accountability
  • Improve technician QA audit scores to established departmental benchmarks
  • Maintain full staffing readiness and scheduling coverage for nights/weekends
Deliverables
  • Performance management framework
  • Technician scorecards and coaching plans
  • Structured onboarding/training roadmap
  • Succession and staffing recommendations
Accountability #2:Establish Operational Trust Between After-Hours and Daytime TeamsOutcomes / KPIs
  • Achieve measurable improvement in daytime team satisfaction and confidence in after-hours support
  • Reduce avoidable ticket reopen rates and after-hours remediation failures
  • Establish standardized cross-shift communication and escalation procedures
  • Improve first-pass resolution quality for after-hours handled incidents
  • Eliminate undocumented or improperly transitioned escalations
Deliverables
  • Standardized overnight/daytime handoff process
  • Cross-functional operational alignment meetings
  • Shared escalation and communication standards
  • Trust-building collaboration initiatives between shifts
Accountability #3:Drive Service Quality, Process Adherence & Technical ExecutionOutcomes / KPIs
  • Increase after-hours billable utilization by 30-50%
  • Improve SLA compliance and ticket progression consistency
  • Increase documentation accuracy and SOP adherence across the team
  • Reduce incidents caused by improper troubleshooting or process deviation
  • Improve board hygiene, ticket categorization accuracy, and time entry compliance
Deliverables
  • Weekly QA and operational review cadence
  • Ticket quality audit reporting
  • SOP reinforcement and process training initiatives
  • Operational performance dashboards and trend reporting
Accountability #4:Optimize Overnight & Weekend Operational EffectivenessOutcomes / KPIs
  • Increase proactive overnight/weekend maintenance completion rates
  • Expand after-hours ownership of operational work that reduces daytime team workload
  • Improve efficiency of overnight project execution and maintenance activities
  • Reduce backlog carryover from after-hours into daytime operations
  • Ensure consistent coverage readiness during critical support windows
Deliverables
  • Overnight operational execution plans
  • Weekend maintenance coordination framework
  • Resource and coverage planning recommendations
  • Capacity utilization reporting and optimization initiatives
Accountability #5:Lead Continuous Improvement & Cross-Functional CollaborationOutcomes / KPIs
  • Identify and implement operational improvements that reduce friction between teams
  • Create measurable gains in service efficiency and workflow consistency
  • Partner effectively with Service Delivery Managers and leadership on organizational initiatives
  • Develop scalable operational processes supporting company growth
  • Improve communication transparency across service operations
Deliverables
  • Process improvement initiatives
  • Cross-department collaboration plans
  • Operational health reporting
  • Recommendations for tooling, workflow, and service optimization
Critical CompetenciesLeadership & Accountability
  • Holds teams to high standards while maintaining strong morale and trust
  • Comfortable addressing underperformance directly and professionally
  • Creates clear expectations and accountability structures
Cross-Functional Influence
  • Builds credibility and trust with technical and operational stakeholders
  • Navigates conflict constructively
  • Drives alignment across multiple teams and shifts
Operational Discipline
  • Strong understanding of SLA management, queue management, escalation flow, and MSP service operations
  • Process-oriented with strong attention to detail and consistency
Coaching & Team Development
  • Develops technicians through structured feedback and mentorship
  • Identifies skill gaps and creates actionable improvement plans
Continuous Improvement Mindset
  • Identifies inefficiencies proactively
  • Creates scalable operational solutions rather than temporary fixes

Education & Experience

Required

  • High School Diploma / GED
  • 5+ Years of MSP experience
  • 3+ years in leadership or supervisory role within the MSP industry
  • Experience with SalesForce, ConnectWise, NinjaOne, ITGlue, or similar PSA/RMM/KB Tools

Preferred

  • Prior accountability for client satisfaction, SLA performance, or team metrics
  • Experience supporting healthcare or compliance-driven clients
  • Previous exposure to client-facing service meetings or reporting
  • ITIL familiarity or service management framework exposure
  • Experience managing international or remote teams

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