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Queue Manager Jobs in Baltimore, MD (NOW HIRING)

System One

Workforce Management Analyst I

Baltimore, MD · Remote

$32.80/hr

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) -- REMOTE Location: Remote (U.S.) -- client ... Monitor queue activity and service levels; respond to changing conditions. * Maintain strong ...

System One

Workforce Management Analyst I

Baltimore, MD · Remote

$32.80/hr

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) -- REMOTE Location: Remote (U.S.) -- client ... Monitor queue activity and service levels; respond to changing conditions. * Maintain strong ...

Maximus

MQ Senior Engineer

Annapolis, MD · On-site

$103K - $142K/yr

TCS136, T4, Band 7 Job-Specific Essential Duties and Requirements: - Design, implement, and maintain the IBM MQ infrastructure, including queue managers, channels, queues, and other MQ objects ...

Sparks Group

Fingerprint Technician

Hanover, MD · On-site

$23/hr

Capture electronic fingerprints using Live Scan equipment. * Assist with applicant flow and basic queue management. * Provide professional, courteous customer service throughout the appointment ...

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Queue Manager information

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How much do queue manager jobs pay per hour?

As of Sep 7, 2026, the average hourly pay for queue manager in Baltimore, MD is $21.13, according to ZipRecruiter salary data. Most workers in this role earn between $17.21 and $21.01 per hour, depending on experience, location, and employer.

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 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 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 the most commonly searched types of Queue jobs in Baltimore, MD?

The most popular types of Queue jobs in Baltimore, MD are:

What are popular job titles related to Queue Manager jobs in Baltimore, MD?

For Queue Manager jobs in Baltimore, MD, the most frequently searched job titles are:

What job categories do people searching Queue Manager jobs in Baltimore, MD look for?

The top searched job categories for Queue Manager jobs in Baltimore, MD are:

What cities near Baltimore, MD are hiring for Queue Manager jobs?

Cities near Baltimore, MD with the most Queue Manager job openings:

Queue Manager jobs near you
Infographic showing various Queue Manager job openings in Baltimore, MD as of August 2026, with employment types broken down into 92% Full Time, and 8% Contract. Highlights an 100% In-person job distribution, with an average salary of $43,945 per year, or $21.1 per hour.

Workforce Management Analyst I

System One

Baltimore, MD • Remote

$32.80/hr

Contractor

Medical, Dental, Vision, Life, Retirement

Re-posted 14 days ago

Job description

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) — REMOTE

Location: Remote (U.S.) — client site in Baltimore, MD (21224) Type: Contract-to-Hire (high possibility of extension) Schedule: 40 hours/week Pay (W2): USD $32.80/hr

JOB OVERVIEW

In this role, you’ll support a Customer Service Center by monitoring and analyzing intraday call volume, call patterns, and traffic flow to help ensure service level objectives are met. You’ll work closely with supervisors/managers to adjust schedules and staffing as business conditions change, and you’ll provide reporting and recommendations to improve performance, process, and supporting technology.

WHAT YOU’LL DO

  • Analyze intraday and historical performance to support operational service goals.
  • Identify call volume trends and averages (intraday, weekly, monthly, etc.).
  • Monitor queue activity and service levels; respond to changing conditions.
  • Maintain strong communication channels about events impacting workload and performance.
  • Communicate staffing adjustments based on changing/dynamic forecasts.
  • Partner with internal teams and customer experience center staff to identify improvements that drive service goals.
  • Provide regular workload/workforce reporting to leadership.
  • Recommend call/service center technology and process improvements to reduce costs and improve efficiency.

REQUIRED QUALIFICATIONS

  • Bachelor’s degree, OR equivalent experience
    • In lieu of a Bachelor’s degree: additional 4 years of relevant experience (in addition to required experience)
  • 1+ year of experience in a scheduling, forecasting, or traffic environment
  • Strong analytical and problem-solving skills (trend identification, data interpretation, operational decision support)
  • Intermediate to advanced Excel (pivot tables, lookup functions, formulas, basic data analysis)
  • Foundational WFM knowledge and contact center metrics (AHT, ASA, Service Level, Occupancy, Adherence)
  • Experience with contact center/WFM tools such as Genesys Cloud, NICE IEX/CXone, or similar
  • Strong communication + organization skills; able to manage multiple priorities and deliver timely reporting

NICE TO HAVE

  • Experience building/automating reporting (advanced Excel models, dashboards, etc.)
  • Additional exposure to real-time queue management, intraday change management, and schedule optimization
  • Experience supporting process/technology improvements in a customer service/contact center environment

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

#M- #LI-

Ref: #851-Rockville-S1

Ref: #851-Rockville-S1

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About System One

Sourced by ZipRecruiter

System One helps employers get work done more efficiently and economically without compromising quality. Over our 35+ year history, we've helped connect thousands of talented people with innovative companies. The excitement of a perfect fit motivates us every single day.

Industry

Business consulting services and recruiting and staffing services

Company size

5,001 - 10,000 Employees

Headquarters location

Pittsburgh, PA, US

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