United States onlyWhat is special about Lighthouse?
Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.
What’s unique about this role?
The Queue Management Analyst will possess exceptional organizational skills and a keen ability to manage incoming requests efficiently. As a Queue Management Analyst, you will play a pivotal role in ensuring that requests are properly identified, scoped, assigned, and tracked to completion. Your contributions will directly impact the Spectra Support team's productivity and overall success. The Queue Management Analyst plays a critical role by collaborating with the Operations and Support team, as well as other internal groups including offshore teams. Success in this role requires the ability to multi-task in a fast-paced environment, efficiently manage status and communications across multiple platforms and collaboration between teams through clear communication and best practices.
What will this person do?
- Ensure timely acknowledgment and initial assessment of incoming requests including appropriate prioritization based on urgency and importance and identify if offshore support may be appropriate.
- Collaborate with Spectra Senior Consultants and Spectra Consultants to understand the scope and requirements of both external and internal requests to determine the best resources to be assigned.
- Monitor multiple channels including email inbox, support submissions, and internal tools to identify incoming requests to be supported by both the US and offshore teams.
- Ensure accurate documentation of assignment details including scope, priority, and assigned resources using current task management tool.
- Monitor the progress of assignments and make necessary adjustments as required.
- Participate in daily stand-up meetings to provide updates on assigned requests and overall queue status.
- Respond promptly to team inquiries and provide on-demand status updates as needed.
- Collaborate with team members to address bottlenecks and optimize workflow efficiency.
- Execute project specific tasks in Spectra, Relativity, Brainspace and Lighthouse proprietary tools including but not limited to: end of case activities (purges, near-lining, off-lining, and archiving),
- Create and oversee data intake and staging requests in partnership with Lighthouse resources.
- Communicate and monitor status of requests being worked on by other departments, ensuring both internal and external teams are regularly updated.
- Maintain a high sense of urgency while coordinating multiple projects, escalating items to the Spectra Ops and Support team if a priority request may dictate delays in timing.
- When appropriate, work on job requests in order of priority pulling from a queue, as well as by assignment.
- Follow and maintain utilization tracking for hours.
- Respond to internal requests via email during designated times.
- Follow escalation procedures when needed.
- Able to scope current work and estimate timelines.
- Perform other related duties as assigned.
Bring your passion and together we will shine. It would also be great if you have the following:
- Associate degree (bachelors preferred) or equivalent job experience.
- Project Management experience is a strong plus.
- Experience in eDiscovery is a strong plus.
- A background in computers, statistics or mathematics is a strong plus.
- Experience in Microsoft Office Suite, specifically Outlook and TEAMs is required.
- Strong customer service skills.
- Ability to multi-task and remain calm under pressure.
- Willing to adapt quickly to a rapidly changing environment.
- Strong analytical skills, problem solving skills and resourcefulness.
Work Environment and Physical Demands
- Duties are performed in a typical office environment while at a desk or computer table.
- Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
- Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!
As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.
The expected pay for this role will range from $61,000 to $74,000 per year. This role will be eligible to participate in an annual bonus or incentive program.
Lighthouse offers a quality comprehensive benefits package including, medical, dental, vision, and a 401k with company match. Company paid benefits also include Life & AD&D, short and long-term disability, telemedicine through 98point6, and other wellness plans. We offer a generous Flexible PTO program and paid volunteer days. Employees may also participate in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.
As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients and our people do what they do best—shine.
