Workforce Management Analyst

Interactive Brokers Group
Mumbai
Workplace: OnsiteFull timeFunction: Business OperationsExperience: 2+ yearsSkills: ["Analytical thinking","Communication","Interpersonal skills","Attention to detail","Prioritization"]

Manage and monitor a contact center’s ticket queue in real time to ensure tickets are correctly assigned, routed, and resolved within SLA thresholds. Oversee the full ticketing workflow by identifying unclaimed/unassigned/stalled tickets, escalating or reassigning when needed, and manually triggering routing when automation fails. Investigate routing failures, maintain incident logs, generate queue performance reports and dashboards, and recommend process improvements. Coordinate with CS managers, supervisors, and cross-functional teams.

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FursaFursa
Interactive Brokers Group
Interactive Brokers Group
1 month ago

Workforce Management Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 days agoStatus: Live

Job Summary

Manage and monitor a contact center’s ticket queue in real time to ensure tickets are correctly assigned, routed, and resolved within SLA thresholds. Oversee the full ticketing workflow by identifying unclaimed/unassigned/stalled tickets, escalating or reassigning when needed, and manually triggering routing when automation fails. Investigate routing failures, maintain incident logs, generate queue performance reports and dashboards, and recommend process improvements. Coordinate with CS managers, supervisors, and cross-functional teams.
Location: Mumbai
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations

Key Responsibilities

  • •Continuously monitor the ticket queue in real time, identifying unclaimed, unassigned, stalled, or stuck tickets.
  • •Take immediate action on tickets not picked up within defined thresholds to prevent SLA breaches via escalation/reassignment.
  • •Transfer tickets to the appropriate teams or queues based on ticket type, priority, skill requirements, and workload capacity.
  • •Manually trigger and force auto-routing logic when automated routing fails or stalls, ensuring correct distribution.
  • •Generate reports and maintain dashboards/incident logs; investigate routing failures and recommend improvements to ticketing workflows and routing rules.

Pay and Benefits

Perks:Health InsuranceLife InsuranceAnnual Bonus

Key Requirements

  • •Bachelor’s degree in Computer Science, Business, Operations Management, Data Analytics, or a related field (preferred).
  • •Minimum two years of experience in workforce management, contact center operations, or ticketing/queue management.
  • •Hands-on experience with ticketing and contact center platforms (e.g., Genesys, NICE, RingCentral, Zendesk, ServiceNow) and familiarity with routing logic.
  • •Strong working knowledge of Microsoft Office, especially Excel and PowerPoint.
  • •Excellent communication skills in English and strong analytical skills to interpret queue data and present findings clearly.
Experience:2+ yearsContact center operationsWorkforce managementTicketingQueue management
Skills:Analytical thinkingCommunicationInterpersonal skillsAttention to detailPrioritization
Languages:English
Tech Stack:GenesysNICERingCentralZendeskServiceNowMicrosoft ExcelMicrosoft PowerPointTableau

Company Brief

Interactive Brokers Group
Operates an electronic trading platform providing brokerage services for individuals and institutions across global markets, offering equities, options, futures, forex, bonds, and related clearing and custody services with advanced trading technology and low-cost executions.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Greenwich, United States
Founded: 1977
WebsiteLinkedIn