Call Queue Coordinator

Atlas Technica is an IT management, user support, and cybersecurity firm founded in 2016, serving hedge funds and investment firms. We are seeking a Call Queue Coordinator to join our rapidly growing organization in an operations-focused role that offers excellent career development opportunities.

Call Queue Oversight (~60%):

• Monitor daily call queue performance for coverage, volume, and adherence
• Ensure engineers log in/out of queue on time and follow SOPs
• Resolve real-time conflicts related to breaks, PTO, or emergencies
• Forecast call volume trends and make staffing recommendations
• Generate reports and dashboards for wait times, handle times, abandonment rates, and SLA compliance
• Serve as escalation point for real-time call handling or queue technical issues
• Maintain accountability tracking for attendance, missed calls, and queue compliance
• Provide weekly reporting and recommendations to leadership

Service Management Support (~40%):

• Assist with trend analysis in ConnectWise Manage and Power BI
• Support process documentation, SOP updates, and project tracking in Monday.com and Confluence
• Collect and organize Root Cause Analysis and Major Incident follow-up data
• Partner with Resource Coordination and Support Managers on staffing alignment
• Participate in service improvement meetings and document follow-up actions
• Identify and flag recurring issues, process gaps, or training opportunities

Required:

• Strong knowledge of ConnectWise Manage and 1Stream (or similar call routing system)
• Familiarity with call center metrics such as SLA attainment, ASA, abandonment rate, and staffing adherence
• Experience with contact center or ITSM tools (BVOIP, 3CX, RingCentral, ServiceNow)
• Excellent communication and escalation skills; calm under pressure
• Strong organizational and conflict-resolution skills with attention to detail
• Working knowledge of ITIL concepts (incident, service level management, continual improvement)

Desirable:

• Experience in an MSP environment supporting real-time service operations and dispatch
• Familiarity with Power BI or similar analytics/reporting tools
• Cross-functional partnership experience with Resource Coordination and Support Managers
• Exposure to financial services client environment and white-glove service expectations

Schedule: Full-Time Contract, 8 AM - 5 PM EST

Benefits: Competitive salary, comprehensive benefits, and great perks. Professional yet friendly environment with promotion of professional and career development.