Interactive Brokers Group

1 day ago

Workforce Management Ticket Queue Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours 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

Website LinkedIn

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Interactive Brokers Group

1 day ago

Workforce Management Ticket Queue Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

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

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

Website LinkedIn