• Own real-time queue management across multiple lines of business, ensuring SLA protection and operational stability in a dynamic, 24/7 environment. • Monitor live performance, identify anomalies, and conduct root-cause investigations to determine why changes are occurring, not just what is happening. • Distill complex operational signals into clear, concise, and actionable updates for leadership and stakeholders during high-pressure incidents. • Exercise independent judgment to resolve outliers and crisis situations that fall outside established SOPs, particularly during off-hours or low-support periods. • Build and maintain forensic analyses of queue performance using Google Sheets, including large data manipulation, ad-hoc modeling, and automated tracking tools. • Serve as a control function and voice of reason during incidents, coordinating actions, documenting decisions, and ensuring consistent execution of operational levers. • Partner with Operations, and related teams to identify systemic risks, recurring issues, and opportunities for operational improvement. • Support the development of governed, threshold-based alerting and guardrails for queue management, aux swapping, and outbound logic. • Maintain a mission-first mindset with flexibility in working hours to support true 24/7 coverage as part of a small, highly interdependent team.