Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 67 days ago

Workforce Management Analyst

ibgllc180 open roles

Where
Mumbai, Maharashtra, India
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowWorkforce Management Analystibgllc · Mumbai, Maharashtra, India

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on ibgllc's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 67 days ago

The posting

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.  

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against ibgllc's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on ibgllc's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    ibgllc's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.