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Queue Manager Jobs in Ontario (NOW HIRING)

GardaWorld

Monitor and improve the efficiency of passenger flow, queue management, and wait times. Address and resolve customer concerns, complaints, and escalations in a timely and effective manner. Act as a ...

GardaWorld

Customer Experience Manager

Toronto, ON

... queue management, and wait times. • Address and resolve customer concerns, complaints, and escalations in a timely and effective manner. • Act as a primary point of contact for escalations and ...

Ripple

Manager, Client Support

Toronto, ON · On-site

Own the Client Support queue lifecycle with precision driving timely triage, prioritization, and ... Lead and manage escalations end-to-end, bringing structure, urgency, and clear communication to ...

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Queue Manager information

What is the role of a queue manager?

A queue manager oversees the organization and operation of queues in a system or environment, ensuring efficient processing of tasks or customers. They may use tools like queue management software and require strong organizational and communication skills to optimize flow and reduce wait times.

What is a Queue Manager?

A Queue Manager is a professional responsible for overseeing and managing the flow of people, tasks, or messages in various environments, such as customer service centers, events, or IT systems. In the context of IT, a Queue Manager often refers to software that handles the communication between different applications by managing message queues, ensuring data is delivered reliably and in order. In customer-facing roles, a Queue Manager organizes waiting lines, minimizes wait times, and enhances customer experience. The specific duties can vary depending on the industry, but the core responsibility is to keep processes running smoothly and efficiently.

What is a queue management job description?

A queue management job involves overseeing the flow of customers or clients in a service environment, ensuring efficient and organized waiting processes. Responsibilities often include monitoring wait times, managing staff schedules, and using queue management software or systems to improve service delivery. Strong organizational and communication skills are essential for success in this role.

What are the key skills and qualifications needed to thrive as a Queue Manager, and why are they important?

To thrive as a Queue Manager, you need strong organizational skills, experience in customer service or operations, and often a background in business administration or hospitality. Familiarity with queue management systems, scheduling software, and sometimes CRM tools is typically required. Excellent communication, problem-solving abilities, and patience are crucial soft skills for handling high-traffic situations and ensuring customer satisfaction. These skills are important because they enable efficient crowd flow, minimize wait times, and create a positive experience for both customers and staff.

What jobs pay $500,000 a year in the US?

High-level executive roles such as CEOs, CFOs, and other C-suite positions often reach or exceed $500,000 annually, especially in large corporations. Certain specialized professions like investment bankers, senior surgeons, and successful entrepreneurs can also earn this level of income, often supplemented by bonuses, stock options, or profit sharing. These roles typically require extensive experience, advanced skills, and significant responsibility.

What is the 3 month rule for jobs?

The 3 month rule for a Queue Manager typically refers to a probationary period of three months during which performance, reliability, and suitability for the role are assessed. Successful completion of this period may lead to permanent employment, and it often involves regular evaluations and training to ensure the employee meets job standards.

What are some common challenges Queue Managers face, and how can they effectively address them?

Queue Managers often encounter challenges such as balancing fluctuating customer volumes, managing wait times, and coordinating with multiple teams to maintain service efficiency. Effective communication, adaptability, and proactive monitoring of queue systems are essential to address these issues. By using data analytics to forecast busy periods and collaborating closely with staff, Queue Managers can optimize resource allocation and enhance the customer experience. Staying calm under pressure and implementing continuous process improvements also contribute to successful queue management.
What are popular job titles related to Queue Manager jobs in Ontario? For Queue Manager jobs in Ontario, the most frequently searched job titles are:
What job categories do people searching Queue Manager jobs in Ontario look for? The top searched job categories for Queue Manager jobs in Ontario are:
Queue Manager jobs near you
Infographic showing various Queue Manager job openings in Ontario as of July 2026, with employment types broken down into 85% Full Time, 13% Part Time, 1% Temporary, and 1% Contract. Highlights an 86% Physical, 1% Hybrid, and 13% Remote job distribution.

Sr Principal Product Manager, Contact Center Platforms

Ingrammicro

Mississauga, ON • Hybrid

Full-time

Medical, Dental, Vision, PTO

Posted 15 days ago

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart. Learn more at www.ingrammicro.com

Ingram Micro has earned Great Place to Work Certification for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey!

This position is a hybrid role based in our Mississauga, Ontario office where you will work 3 days in the office and 2 days remotely.

Role: The Sr. Product Manager, Contact Center Platforms is accountable for transforming Ingram Micro's global contact center ecosystem into a high-performing, standardized, and AI-enabled customer engagement platform, with primary ownership of NICE CXone. This role drives measurable improvements in customer experience, operational efficiency, and platform performance by stabilizing fragmented environments, implementing intelligent automation, and establishing a data-driven operating model. The position plays a critical role in building an AI-powered customer experience, enabling faster resolution, reduced customer effort, and scalable global support.

Responsibilities:

1. Platform Ownership & Vendor Accountability

  • Own NICE CXone globally, including strategy, configuration, performance, and roadmap execution

  • Standardize IVR flows, routing logic, and queue configurations across regions to ensure consistency

  • Increase platform utilization and ROI by activating underused capabilities

  • Manage vendor relationships and drive accountability for performance, delivery, and outcomes

2. Platform Stabilization & Operational Performance

  • Lead initiatives to stabilize platform performance across all regions

  • Reduce call abandonment, routing failures, and dropped interactions

  • Establish operational governance and performance routines with clear accountability

  • Implement measurement frameworks to enable visibility into queue and platform performance

  • Drive sustained improvements in service levels and operational efficiency

3. Customer Experience, AI & Automation

  • Own the end-to-end customer interaction journey across voice and digital channels

  • Define and execute the AI-enabled CX strategy, including intelligent automation and engagement models

  • Deliver AI-powered capabilities such as:

    • Conversational AI and virtual assistants

    • Intelligent IVR and self-service

    • Agent assist and copilots

    • Workflow automation and auto-summarization

  • Design intelligent routing based on customer attributes, intent, and priority

  • Increase automation to improve resolution speed and reduce manual effort

  • Enhance agent workflows to improve productivity and consistency

4. Performance Management & Business Impact

  • Establish a KPI framework tied to key business and customer outcomes, including:

    • Abandonment and answer rates

    • Average handle time (AHT) and quality

    • First contact resolution (FCR) and escalations

    • CSAT and Customer Effort Score (CES)

    • Automation and containment rates

  • Deliver real-time performance visibility for leadership

  • Use data insights to drive continuous improvement in CX and operational performance

5. Product Roadmap & Capability Delivery

  • Execute a phased roadmap, prioritizing stabilization before expansion

  • Deliver omnichannel and AI-enabled CX capabilities that improve scalability and consistency

  • Ensure all initiatives produce measurable improvements in performance or experience

  • Support integration readiness with platforms such as Zendesk, Netomi, and Dynamics

6. Cross-Functional Leadership & Execution

  • Drive accountability across country operations for performance outcomes

  • Partner with Infrastructure and Engineering to ensure platform scalability and reliability

  • Build internal expertise to reduce reliance on vendors and improve speed of execution

  • Communicate progress, risks, and outcomes clearly to executive leadership

What you bring to the role:

  • Bachelor's Degree in Business, Technology or Engineering or equivalent.

  • 8+ years of experience in Product Management, Customer Experience platforms, or contact center technologies.

  • Hands-on experience with NICE CXone or comparable platforms (e.g., Genesys, Five9, Avaya).

  • Proven track record of delivering measurable improvements through platform stabilization or transformation initiatives.

  • Strong expertise in contact center operations, including IVR, routing, and queue management.

  • Experience delivering AI-enabled customer experience solutions (automation, routing, agent assist).

  • Exposure to omnichannel environments and global operations.

  • Strong understanding of contact center KPIs and performance drivers.

  • Knowledge of AI and automation in customer experience environments.

  • Ability to translate strategy into measurable business outcomes.

  • Strong vendor management and stakeholder accountability skills.

  • Advanced analytical and problem-solving capabilities.

  • *This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all of these duties.

The typical base pay range for this role across Canada is $150,000 - $170,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is a new role and will not use AI for screening applicants.

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email toAODAFeedback@ingrammicro.com. This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.

Ingram Micro's Commitment to ESG (Environment, Social & Governance)

Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here -Ingram Micro ESG.

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