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Queue Manager Jobs in Boca Raton, FL (NOW HIRING)

ModMed

Support Specialist III

Boca Raton, FL · On-site

$80 - $100/hr

Drive initiatives around queue management, ticket escalations, team KPIs/OKRs, and process adherence. * Mentor and coach junior support team members through onboarding and peer shadowing. * Develop ...

Enboarder

Sales Development Coordinator

Boca Raton, FL · On-site

$60 - $80/hr

Monitor and manage the lead queue within Salesforce, ensuring a seamless flow of data. * Quality Control: Review incoming leads for completeness and quality before routing them to the sales team.

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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 Boca Raton, FL is $20.18, according to ZipRecruiter salary data. Most workers in this role earn between $16.44 and $20.10 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 job categories do people searching Queue Manager jobs in Boca Raton, FL look for?

The top searched job categories for Queue Manager jobs in Boca Raton, FL are:

What cities near Boca Raton, FL are hiring for Queue Manager jobs?

Cities near Boca Raton, FL with the most Queue Manager job openings:

Queue Manager jobs near you

Global Workforce Management Leader (Contact Center)

Bosch Group

Fort Lauderdale, FL • On-site

Full-time

Posted 23 days ago

Bosch rating

7.4

Company rating: 7.4 out of 10

Based on 97 frontline employees who took The Breakroom Quiz

296th of 499 rated machine equipment manufacturers

Job description

Company Description

Bosch Service Solutions is a leading provider of Business Process Outsourcing optimizing services in the
following key areas: Customer Experience Services, Mobility Services, Monitoring Services as well as
Business and Shared Services. Around 9,000 associates provide and optimize customers' business
processes in approximately 40 languages. Visit our website for more information at
www.boschservicesolutions.com. BMW

Job Description

The Leader is the "air traffic controller" of the international service center. This role holds full operational and disciplinary responsibility for the workforce management (WFM) pipeline and intraday steering team. The primary objective is to balance customer demand with agent supply, maintaining high cost-efficiency (agent occupancy) while consistently meeting international Service Level Agreements (SLAs). This position is fully onsite at our Fort Lauderdale, FL location.

Qualifications

Key Performance Indicators (KPIs)

  • Balanced Steering Index: Maintain a highly optimized, weighted score that balances overall SLA Achievement with target Agent Occupancy (preventing both over-staffing and under-staffing).
  • Multi-Horizon Forecast Accuracy: Keep volume and workload forecasting variance within a strict defined accuracy band.
  • Proactive Shrinkage Mitigation: Timely escalation of shrinkage anomalies to the GOM with immediate capacity recovery plans.

Requirements & Tech Stack

  • Experience: 5+ years of workforce management (WFM) leadership experience, specifically managing multi-site, multi-queue routing environments.
  • Systems: Advanced, hands-on administrative expertise in Verint WFM software (essential) and ACD telephony systems (e.g., Genesys, Avaya, Cisco).
Additional Information

Key Responsibilities

  • Multi-Horizon Planning: Oversee the end-to-end forecasting and capacity planning pipeline, managing dedicated planners to predict call volumes and staffing needs across short, mid, and long-term horizons.
  • Schedule Ownership & Sign-off: Direct the agent scheduling process and sign off on final rosters across all regions, ensuring optimal coverage that respects local labor laws in the US, Costa Rica, and the Philippines.
  • Tactical Intraday Command: Direct real-time steering. Holds absolute authority to instruct local operations to move agents between lines of business, queues, and countries during SLA emergencies (local operations are informed of moves, not negotiated with).
  • Shrinkage & Risk Management: Monitor, track, and proactively flag shrinkage metrics (e.g., absenteeism, unplanned time off, meeting/training overhead) and escalate remediation plans directly to the GOM.
  • Data-Driven Reporting: Provide daily, weekly, and monthly performance reviews analyzing SLA delivery, forecast accuracy, shrinkage impact, and agent occupancy levels to the GOM.

  • Leadership Style & Competencies

  • The "Air Traffic Controller": Highly decisive, calm under pressure, and comfortable commanding a room. Able to make rapid, high-stakes tactical decisions to save SLAs.
  • Analytical Powerhouse: Gifted with numbers, statistical forecasting models, and trend analysis.
  • Assertive Communicator: Confident in giving direct instructions to local Site Managers to relocate staffing resources globally.

What Bosch employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

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About Bosch

Sourced by ZipRecruiter

Bosch is a renowned multinational company based in Farmington Hills, Michigan. Associated with the industrial technology, consumer goods, and building technology sectors, Bosch is an iconic name in the global market. In addition to its high-quality product roster, which is chiefly characterized by home appliances, power tools, automotive parts, and smart home items, it offers unparalleled services in the realms of software and business process outsourcing. Founded by Robert Bosch in Stuttgart, Germany in 1886, the company has stayed true to its core values of superior quality and innovation.

Industry

Electrical equipment, appliance, and component manufacturing

Company size

10,000+ Employees

Headquarters location

Farmington Hills, MI, US

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