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Queue Management Jobs in Georgia (NOW HIRING)

Cortavo

Service Delivery Team Lead

Atlanta, GA · On-site

$15.50 - $20.25/hr

Queue Management & Service Delivery * Provide daily queue oversight, including monitoring aging tickets, stale statuses, missed follow-ups, SLA risks, and tickets requiring reassignment or escalation.

ASM Research

Shift Supervisor

Atlanta, GA · On-site

$14.50 - $18.25/hr

Queue Management / Incident Resolution * Facilitate Shift Handoff Calls and report on shift activities. Provide updates to the oncoming shift and their supervisor. * Monitor communications and ...

Ubertal Inc

IT Support Specialist 3

Conyers, GA · On-site

Monitor and manage ServiceNow ticket queue; triage production incidents and coordinate resolution with partners * Troubleshoot and support PCs, laptops (Win 10/11), scanners, printers, Chromebooks ...

Hyundai Capital

Loss Mitigation Associate

Atlanta, GA

$16.75 - $22.75/hr

Monitor account status and progression through the collection lifecycle, ensuring timely follow-up and adherence to established queue management standards. * Apply approved account resolution options ...

Hyundai Capital

Loss Mitigation Associate

Atlanta, GA · On-site

$39K - $58K/yr

Monitor account status and progression through the collection lifecycle, ensuring timely follow-up and adherence to established queue management standards. * Apply approved account resolution options ...

Ubertal Inc

Helpdesk Technician

Conyers, GA · On-site

Experience in ticketing queue management and escalation * Vocational or Technical degree in computer applications, technology, or related field Preferred Skills: * Bilingual (Spanish) * Knowledge of ...

EspriGas

EDI Operations Lead

Atlanta, GA · On-site

Day-to-day EDI queue management - triage, prioritization, resolution, and customer communication * Operational health reporting - weekly queue status, open incidents, customer impact summary

EspriGas

EDI Operations Lead

Atlanta, GA · On-site

Day-to-day EDI queue management - triage, prioritization, resolution, and customer communication * Operational health reporting - weekly queue status, open incidents, customer impact summary

EspriGas

EDI Operations Lead

Atlanta, GA · Hybrid

Day-to-day EDI queue management - triage, prioritization, resolution, and customer communication * Operational health reporting - weekly queue status, open incidents, customer impact summary

E-Solutions

Call Center Team Lead

Augusta, GA · On-site

This role oversees daily operational workflows, supports call queue management, and maintains strong client and internal relationships. The ideal candidate demonstrates excellent leadership ...

Flight Centre Travel Group (usa) Inc

Solid knowledge of Amadeus systems , including Robotic processes, queue management, Smartflows, NDC, and APIs * Ability to drive revenue, meet targets, and optimise performance * Excellent ...

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Queue Management information

See Georgia salary details

$24.5K

$40.9K

$58.7K

How much do queue management jobs pay per year?

As of Aug 15, 2026, the average yearly pay for queue management in Georgia is $40,865.00, according to ZipRecruiter salary data. Most workers in this role earn between $35,500.00 and $41,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive in queue management?

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 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 queue management?

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 are popular job titles related to Queue Management jobs in Georgia?

For Queue Management jobs in Georgia, the most frequently searched job titles are:

What job categories do people searching Queue Management jobs in Georgia look for?

The top searched job categories for Queue Management jobs in Georgia are:

Queue Management jobs near you
Infographic showing various Queue Management job openings in Georgia as of August 2026, with employment types broken down into 1% As Needed, 80% Full Time, 15% Part Time, 1% Temporary, and 3% Contract. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution, with an average salary of $40,865 per year, or $19.6 per hour.

Service Delivery Team Lead

Cortavo

Atlanta, GA • On-site

$15.50 - $20.25/hr

Full-time

Medical, PTO

Posted 11 days ago

Job description

Job Overview:
The Service Delivery Team Lead supports day-to-day operations across the Service Delivery team. This role focuses on queue oversight, coaching, team performance, process adherence, and acting as a key escalation point for Service Desk Analysts. The Team Lead helps maintain service quality, reinforces operational standards, and drives consistency, accountability, and continuous improvement across the team. This role carries team-level responsibility for supporting Service Delivery operations, improving efficiency, strengthening communication, and helping ensure technical excellence across the department. 
This position reports directly to the Team Lead and indirectly to the Director of Service Delivery. 
Responsibilities:
Queue Management & Service Delivery 
  • Provide daily queue oversight, including monitoring aging tickets, stale statuses, missed follow-ups, SLA risks, and tickets requiring reassignment or escalation. 
  • Conduct weekly queue reviews focused on ticket hygiene, proper categorization, accurate documentation, SLA adherence, and SOP compliance. 
  • Serve as a key escalation point for technical, procedural, and customer-impacting questions. 
  • Support onboarding/offboarding processes by ensuring team members follow documented KBs and SOPs. 
  • Assist with maintaining accurate customer information in Halo, Datto and IT Glue. 

Escalations & Process Compliance 
  • Reinforce escalation pathways to engineering, project management, and other internal teams. 
  • Validate escalation requests before approval to confirm troubleshooting steps, screenshots, ticket notes, and business impact are documented clearly. 
  • Assist with workload balancing by identifying high-volume periods, queue bottlenecks, coverage gaps, and opportunities to redistribute work when needed. 
  • Identify recurring issues or knowledge gaps within the team and recommend training topics or process improvements to leadership. 
  • Monitor team-level performance metrics (TTA, TTR, call volume, SLA compliance, ticket closures, and CSAT) and surface concerns or trends to the direct report. 
  • Follow up with team members on overdue tasks, missed appointments, incomplete documentation, low productivity, or repeated process gaps. 

Team Leadership & Coaching 
  • Participate in weekly leadership syncs to discuss team performance, challenges, staffing needs, and opportunities for improvement. 
  • Ability to perform hands‑on technical work, including level 1–2 troubleshooting when needed. 
  • Participate in new client onboarding meetings to establish onboarding/offboarding KBs. 
  • Monitor CSAT responses and review neutral or negative feedback to ensure customers are contacted for additional information, clarification, or to address the concern when appropriate to ensure the issue is resolved. 
  • Track recurring customer concerns, service issues, and process breakdowns, then work with leadership to address trends before they become larger service-impacting problems. 
  • Perform other duties as assigned to support Service Delivery operations. 

Team Development & Support 
  • Provide coaching, mentorship, and guidance to Service Delivery team members to reinforce role expectations and professional growth. 
  • Conduct regular coaching conversations related to ticket closures, call handling, follow-up timeliness, SLA compliance, documentation quality, and customer communication. 
  • Document coaching conversations, performance trends, progress updates, and follow-up items in PI to support consistent tracking and accountability. 
  • Support new hire onboarding across the team, including shadowing, workflow guidance, and reinforcement of expectations (SOPs, SLAs, etc.). 
  • Assign onboarding shadowing activities, review new hire progress, and ensure new team members are gaining confidence with core systems, workflows, and service expectations. 
  • Provide feedback to leadership regarding team performance, training needs, staffing concerns, and process improvements. 
  • Complete reporting on team performance and metrics. 
  • Participate in performance discussions when required. 
  • Prepare and follow 30-60-90 plans for new hires and track progress within PI. 
  • Partner with leadership on interview feedback, candidate evaluation, and onboarding readiness when hiring needs arise within the Service Delivery team. 
  • Assist in preparing 90-day, bi-annual, and annual reviews by summarizing progress, documented coaching, performance trends, and recommended goals for leadership review. 

Required Skills & Qualifications: 
  • Associate’s degree or higher. 
  • Minimum 3–5 years of IT service desk experience. 
  • Minimum 3–5 years of customer service experience (phone and email). 
  • 2+ years of leading or mentoring technical teams. 
  • Managed teams supporting 100+ SMB clients. 
  • MSP experience 
  • Experience with Halo or similar ticketing systems. 
  • Experience owning daily ticket queue management 
  • Proven history improving SLA performance 
  • Experience creating SOPs and knowledge base documentation. 
  • Experience coaching underperforming employees 
  • Comfortable delivering difficult feedback 
  • Strong experience with Microsoft 365 environments, Windows 10/11 and Mac OS. 
  • Strong written and verbal communication skills with an empathetic customer service approach. 
  • Excellent organizational and multitasking abilities. 
  • Availability for after-hours support as needed. 

Preferred Qualifications 
  • Bachelor’s degree 
  • Managed Service Provider (MSP) experience. 
  • Familiarity with IT hardware, software, and managed services environments. 
  • Experience with ITIL and ITSM frameworks. 
  • Experience participating in hiring processes 

Key Success Measures Including, but not limited to: 
  • Healthy ticket queues with minimal aging tickets, stale statuses, and missed follow-ups. 
  • Consistent SLA adherence, accurate ticket documentation, and proper ticket categorization. 
  • Strong CSAT performance and timely follow-up on neutral or negative customer feedback. 
  • Documented coaching follow-through, clear accountability, and measurable progress toward team goals. 
  • Improved consistency in SOP adherence, escalation quality, and knowledge base usage. 
  • Consistently meet or exceed established KPIs 

Estimated Time Allocation:  
  • 35% Queue Management, Service Delivery Oversight & Escalation Support 
  • 25% Coaching, Team Development & Performance Follow-Up 
  • 20% Reporting, Process Compliance & KPI/SLA Monitoring 
  • 10% New Hire Onboarding, Training & Knowledge Base Support 
  • 10% Hands-On Technical Support & Other Operational Needs 

Work Environment & Benefits: 
  • Atlanta, GA office location
  • Competitive salary and employer-contributed health benefits
  • Competitive PTO benefits
  • Access to a company cell phone plan 
  • Collaborative, fast-paced environment with growth opportunities
  • Regular team celebrations and company events
  • Performance-based KPI and SLA bonuses