Description
Interactive Brokers is hiring a full-time Workforce Management Ticket Queue Analyst to monitor and manage contact centre ticket queues in real time. The role identifies unassigned, stalled, or misrouted tickets; escalates or transfers them; manually triggers routing logic when needed; investigates routing failures; tracks exceptions; monitors SLA risks; produces queue performance reports; maintains dashboards; and recommends workflow improvements. The position requires at least two years of experience in workforce management, contact centre operations, or ticketing/queue management, along with familiarity with ticketing platforms and strong analytical and communication skills.
