Workforce Management Ticket Queue Analyst

Interactive Brokers Group; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary package

Annual bonus (cash and stocks)

Group medical & life insurance

Modern offices with amenities

Job summary

Interactive Brokers Group is seeking a full-time Workforce Management Ticket Queue Analyst to oversee real-time ticket queue operations, ensure accurate routing, and prevent delays. The role requires coordination with CS managers, supervisors, and cross-functional teams to maintain service standards and avoid ticket backlogs.

The ideal candidate has a background in workforce management, experience with ticketing platforms, and strong Excel/analytical skills, with excellent English communication.

Qualifications

• Bachelor’s degree preferred in CS, Business, Operations Management, Data Analytics, or related field.
• Minimum two years in workforce management, contact center ops, or ticketing/queue management.
• Hands-on with ticketing platforms and contact center systems; familiarity with routing logic and queue configuration.
• Proficient in Microsoft Excel and PowerPoint.
• Strong analytics to interpret queue data and present findings clearly.
• Excellent verbal and written communication in English.

Responsibilities

• Monitor the ticket queue in real time to identify unclaimed, unassigned, stalled, or misrouted tickets.
• Escalate or reassign tickets to prevent SLA breaches and ensure timely resolution.
• Transfer tickets to appropriate teams based on type, priority, and workload.
• Manually trigger auto-routing when automation fails to maintain proper distribution.
• Document routing failures and support root-cause analysis with technical teams.
• Maintain incident logs of routing issues and queue anomalies with timely follow-up.
• Communicate queue status and workload with team leads and stakeholders.
• Monitor aging reports and flag tickets at risk of SLA breaches.
• Create and share real-time and periodic queue performance reports for management.
• Support dashboards that provide visibility into ticket queue status for managers.
• Suggest improvements to ticketing workflows and routing rules.

Skills

Communication

Analytical skills

Multitasking

Teamwork

English fluency

Education

Bachelor’s degree in Computer Science/Business/Operations/Analytics

Tools

Genesys

NICE

RingCentral

Zendesk

ServiceNow

Tableau

Job description

Job Description

Posted Tuesday, July 28, 2026 at 12:30 AM

About the Company

Interactive Brokers Group, Inc. (NASDAQ: IBKR), a member of the S&P 500, is a global financial services company headquartered in Greenwich, Connecticut, with offices in over 15 countries. Through its affiliates, Interactive Brokers provides automated trade execution and custody of securities, commodities, foreign exchange, and prediction markets on over 170 markets in numerous countries and currencies.

For more than four decades, Interactive Brokers has focused on technology, automation, and innovation to provide clients worldwide with a sophisticated, unified platform to manage their investment portfolios. We serve individual investors, hedge funds, proprietary trading groups, financial advisors, and introducing brokers.

Our culture is driven by problem-solving, efficiency, and continuous improvement. We look for individuals who are intellectually curious, collaborative, and motivated to contribute to technology that helps simplify and enhance access to global financial markets. Interactive Brokers has consistently been recognized as a top broker by respected industry sources including Barron’s, Investopedia, Stockbrokers.com, and others.

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.