Workforce Management Analyst

Position Overview 

We are looking for a full-time Workforce Management Ticket Queue Analyst (WFM Ticket Queue Analyst) who will be responsible for managing and monitoring the contact centre's ticket queue operations in real time, ensuring all tickets are properly assigned, routed, and resolved without delay. This role sits within the Workforce Management team and focuses on the end-to-end oversight of the ticketing ecosystem — identifying unassigned, unclaimed, or stalled tickets across all queues, facilitating accurate transfers to the appropriate teams, and intervening when automated routing logic fails to function as expected. The WFM Ticket Queue Analyst will work closely with CS Managers, Supervisors, WFM team members, and cross-functional teams to maintain smooth ticket flow, uphold service standards, and ensure no ticket falls through the cracks. 

Additionally, the WFM Ticket Queue Analyst will support the ongoing configuration and maintenance of contact centre ticketing systems within the client services group as may be required. 

Key Responsibilities 

Continuously monitor the ticket queue in real time throughout the day, identifying tickets that are unclaimed, unassigned, stalled, or stuck at any stage of the queue workflow. 

Take immediate action on tickets that have not been picked up within defined thresholds, escalating or reassigning as necessary to prevent SLA breaches. 

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 the system's automated routing algorithm has failed or stalled, ensuring tickets are correctly distributed without delay. 

Investigate and document instances of routing algorithm failures, working with relevant technical and operations teams to identify root causes and support resolution. 

Maintain an incident and exception log that tracks routing failures, stuck tickets, misrouted tickets, and other queue anomalies, ensuring timely documentation and follow-up. 

Communicate and coordinate directly with team leads, supervisors, and cross-functional stakeholders regarding queue backlogs, ticket bottlenecks, and workload distribution. 

Monitor ticket aging reports and flag tickets that are at risk of breaching response or resolution SLAs, driving urgency where needed. 

Generate and distribute real-time and periodic ticket queue performance reports and summaries to management, highlighting queue health, routing accuracy, and SLA adherence. 

Lead and assist in the setup and maintenance of dashboards that provide visibility into ticket queue status for managers and regional stakeholders. 

Identify and recommend improvements to ticketing workflows, routing rules, and queue management processes to enhance operational efficiency and service quality. 

Work closely with other WFM team members to ensure consistent and effective workforce and queue management practices. 

Provide guidance and support to agents and supervisors regarding ticket handling expectations, queue priorities, and escalation procedures. 

Qualifications and Skills 

A bachelor’s degree in Computer Science, Business, Operations Management, Data Analytics, or a related field is preferred. 

Minimum two years of experience in workforce management, contact centre operations, or ticketing/queue management role. 

Hands-on experience with ticketing platforms and contact centre systems (such as Genesys, NICE, RingCentral, Zendesk, ServiceNow, or similar); familiarity with routing logic and queue configuration is a strong advantage. 

Strong working knowledge of Microsoft Office, especially Excel and PowerPoint. 

Strong analytical skills with the ability to interpret queue data, identify bottlenecks, and present findings clearly to both technical and non-technical audiences. 

Excellent verbal and written communication skills with fluency in English. 

Ability to manage multiple tasks and priorities in a fast-paced, real-time environment. 

Strong interpersonal skills and the ability to work effectively in a team-oriented environment. 

High level of accuracy and attention to detail, particularly when handling ticket routing decisions under time pressure. 

Proficiency in Tableau or similar data visualisation tools is a plus. 

Company Benefits & Perks 

Competitive salary package. 

Performance-based annual bonus (cash and stocks) 

Group Medical & Life Insurance. 

Modern offices with free amenities & fully stocked cafeterias. 

Monthly food card & company-paid snacks. 

Hardship/shift allowance with company-provided pickup & drop facility* 

Attractive employee referral bonus. 

Frequent company-sponsored team-building events and outings. 

* Depending upon the shifts. ** The benefits package is subject to change at the management's discretion.