Queue Specialist

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

At FORTNA , we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.

Position Summary

The Queue Specialist is an individual contributor responsible for the day-to-day performance of the support ticket queue within the Customer Service organization. The role maintains visibility into queue health, service-level performance, workload distribution, case quality, and timely routing and escalation across all priorities.

The QueueSpecialstmonitors real-time and interval ticket performance, coordinates workload adjustments with support leaders and technical teams, and drives follow-up when ticket service levels are at risk. The role partners with Incident Management, Technical Support, subject matter experts, and leadership to improve routing, accelerate ticket progression, and prevent backlogs from stagnating.

This position has no direct reports. Success depends on strong operational judgment, data analysis, clear communication, and the ability to influence timely action across teams without formal people-management authority.

Key Responsibilities

1. Queue Performance & Operational Coverage

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Monitor ticket queue performance throughout the day and identify emergingservice-level, capacity, and coverage risks.

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Coordinate with support leaders and technical teams to rebalance workload, adjust routing, and address volume spikes, absences, and major incidents.

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Track staffing coverage and agent availability against demand and promptly communicate gaps or schedule risks to the appropriate leaders.

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Maintain queue operating procedures, prioritization rules, routing standards, escalation paths, and customer communication requirements.

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Drive follow-up on unassigned, aging, stalled, or at-risk work until ownership and next actions are confirmed.

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Provide real-time operational guidance and recommendations without direct supervisory or performance-management responsibility.

2. Ticket Queue Management & Case Progression

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Maintain operational visibility into ticket volume, unassigned work, backlog, aging, severity mix, assignment status, SLA performance, and customer update compliance.

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Prioritize P1/P2 incidents, aging P3/P4 tickets, stalled cases, repeat contacts, reopened tickets, and work at risk of breaching service commitments.

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Coordinate ticket assignment and rebalancing based on priority, skill, workload, geography, customer impact, and coverage.

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Review tickets for complete issue details, business impact, troubleshooting history, evidence, ownership, status, and next-update commitments.

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Conduct daily queue reviews and coordinate corrective action when progress, documentation, ownership, or customer communication does not meet standards.

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Identify and help resolve assignment gaps, duplicate tickets, routing errors, workflow failures, and other barriers to timely case p