{"id":1694748,"url":"https://alion.io/job/interactive-brokers-workforce-management-analyst","title":"Workforce Management Analyst","company":{"id":58627,"name":"Interactive Brokers","domain":"interactivebrokers.com","url":"https://alion.io/company/interactive-brokers","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":50,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-03T05:45:00Z"}},"role":"HR","role_family":"HR","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7500,"max_usd":19000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1355},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Tableau","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-07-28T00:30:00Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-04T00:50:36Z","board_verified":true,"closed_at":null,"days_open":68,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":68},"description":"Position Overview \nWe 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. \nAdditionally, 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. \n\nKey Responsibilities \nContinuously 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. \nTake immediate action on tickets that have not been picked up within defined thresholds, escalating or reassigning as necessary to prevent SLA breaches. \nTransfer tickets to the appropriate teams or queues based on ticket type, priority, skill requirements, and workload capacity. \nManually trigger and force auto-routing logic when the system's automated routing algorithm has failed or stalled, ensuring tickets are correctly distributed without delay. \nInvestigate and document instances of routing algorithm failures, working with relevant technical and operations teams to identify root causes and support resolution. \nMaintain an incident and exception log that tracks routing failures, stuck tickets, misrouted tickets, and other queue anomalies, ensuring timely documentation and follow-up. \nCommunicate and coordinate directly with team leads, supervisors, and cross-functional stakeholders regarding queue backlogs, ticket bottlenecks, and workload distribution. \nMonitor ticket aging reports and flag tickets that are at risk of breaching response or resolution SLAs, driving urgency where needed. \nGenerate and distribute real-time and periodic ticket queue performance reports and summaries to management, highlighting queue health, routing accuracy, and SLA adherence. \nLead and assist in the setup and maintenance of dashboards that provide visibility into ticket queue status for managers and regional stakeholders. \nIdentify and recommend improvements to ticketing workflows, routing rules, and queue management processes to enhance operational efficiency and service quality. \nWork closely with other WFM team members to ensure consistent and effective workforce and queue management practices. \nProvide guidance and support to agents and supervisors regarding ticket handling expectations, queue priorities, and escalation procedures. \n\nQualifications and Skills \nA bachelor’s degree in Computer Science, Business, Operations Management, Data Analytics, or a related field is preferred. \nMinimum two years of experience in workforce management, contact centre operations, or ticketing/queue management role. \nHands-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. \nStrong working knowledge of Microsoft Office, especially Excel and PowerPoint. \nStrong analytical skills with the ability to interpret queue data, identify bottlenecks, and present findings clearly to both technical and non-technical audiences. \nExcellent verbal and written communication skills with fluency in English. \nAbility to manage multiple tasks and priorities in a fast-paced, real-time environment. \nStrong interpersonal skills and the ability to work effectively in a team-oriented environment. \nHigh level of accuracy and attention to detail, particularly when handling ticket routing decisions under time pressure. \nProficiency in Tableau or similar data visualisation tools is a plus. \n\nCompany Benefits & Perks \nCompetitive salary package. \nPerformance-based annual bonus (cash and stocks) \nGroup Medical & Life Insurance. \nModern offices with free amenities & fully stocked cafeterias. \nMonthly food card & company-paid snacks. \nHardship/shift allowance with company-provided pickup & drop facility* \nAttractive employee referral bonus. \nFrequent company-sponsored team-building events and outings. \n* Depending upon the shifts. ** The benefits package is subject to change at the management's discretion.","description_format":"text","description_chars":4828,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Cafeteria","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services"],"lifecycle":[{"event":"open","at":"2026-10-02T11:57:18Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.221,"p_room":0.28,"age_days":67,"expected_fill_days":21,"reasons":["conf:9","stale_co","win:tail","crowd:junior,brand"],"computed_at":"2026-10-03T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/interactive-brokers-workforce-management-analyst","json_url":"https://alion.io/job/interactive-brokers-workforce-management-analyst.json","meta":{"generated_at":"2026-10-04T02:50:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4292,"day_limit":5000,"remaining_today":708,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}