Queue Specialist

Grade Level (for internal use):

The Team:

Customer Experience a core capability within Market Intelligence collaborates closely with the Revenue organization to deliver differentiated customer experience. This group supports our sales teams and business units by overseeing customer success sales operations and the implementation of commercial technologies. This includes tools such as Salesforce alignment with targets in strategic growth areas and driving accelerated growth by placing the customer at the center of all we do. Our focus is on delivering comprehensive customer experience.

The Proposal & Customer Assessment Team plays an essential role in supporting due diligence questionnaires risk assessments audits DORA and other customer inquiries. Our objective is to facilitate the new revenue generation through RFX processes and ensure superior customer satisfaction by providing high-quality proposals and relevant information during pre- and post-sales stages. We serve a diverse range of clients across various geographies and maintain a steadfast commitment to a client-first approach.

Responsibilities and Impact

The Queue Management Specialist is responsible for monitoring prioritizing and managing case queues to ensure timely and accurate handling of client requests inquiries and deliverables. This role requires strong coordination skills attention to detail and the ability to collaborate across teams to maintain service level agreements (SLAs) and optimize workload distribution.

• Monitor and manage daily case/work queues across multiple systems to ensure equitable and efficient workload allocation.
• Prioritize tasks based on urgency client requirements and SLA commitments.
• Track and report on queue volumes turnaround times and performance metrics.
• Escalate high-priority or time-sensitive cases to the appropriate team members or management.
• Collaborate with team leads to balance workloads and address capacity challenges.
• Identify process bottlenecks and recommend improvements to enhance overall operational efficiency.
• Support audit and compliance checks by maintaining accurate records of queue activities.
• Provide regular status updates and performance summaries to management.
• Assist in the development and implementation of queue management tools dashboards and workflows.
• Serve as the first point of contact for queue-related queries or issues.

Basic Required Qualifications

• 37 years of experience in operations workflow coordination or service delivery management.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in MS Excel reporting tools and workflow management systems (e.g. ServiceNow Salesforce JIRA).
• Excellent communication and coordination skills.
• Ability to work under pressure and manage competing priorities in a fast-paced environment.
• Experience in process improvement or queue automation will be an advantage.
• Ability to set priorities independently and meet deadlines in a fast-paced environment.
• Experience working in a collaborative environment building strong relationships at all organizational levels and effectively working with diverse styles skills and cultures.

Additional Preferred Qualifications

• Exceptional communication and interpersonal skills able to engage and influence stakeholders at all levels with flexibility and negotiation expertise to drive optimal outcomes.
• Strong analytical and problem-solving abilities skilled in assessing complex data and developing actionable strategies.
• Self-motivated with a keen eye for detail ensuring high-quality execution in all tasks.
• Highly proficient in managing multiple projects simultaneously demonstrating adaptability as priorities shift and showing creativity and perseverance in problem-solving.
• Demonstrates consistent creativity and initiative across all tasks and projects.
• Fosters strong collaborative relationships with internal teams enhancing synergy and teamwork.

About S&P Global Market Intelligence

At S&P Global Market Intelligence a division of S&P Global we understand the importance of accurate deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions partnering with customers to expand their perspective operate with confidence andmake decisions with conviction.

For more information visit In It For You

Our Mission:

Advancing Essential Intelligence.

Our People:

Were more than 35000 strong worldwideso were able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. Were committed to a more equitable future and to helping our customers find new sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity Discovery Partnership

Throughout our history the worlds leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do bring a spirit of discovery to our work and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you so you cantake care of business. We care about our people. Thats why we provide everything youand your careerneed to thrive at S&P Global.

Our benefits include:

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay retirement planning a continuing education program with a company-matched student loan contribution and financial wellness programs.

• Family Friendly Perks: Its not just about you. S&P Global has perks for your partners and little ones too with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awardssmall perks can make a big difference.

For more information on benefits by country visit: Hiring and Opportunity at S&P Global:

At S&P Global we are committed to fostering a connected andengaged workplace where all individuals have access to opportunities based on their skills experience and contributions. Our hiring practices emphasize fairness transparency and merit ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration we drive innovation and power global markets.

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