Workforce Management Real - Time Analyst
Workforce Management Real - Time Analyst
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Job Description
Company Overview
Interactive Brokers Group Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich CT USA with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades known for our cuttingedge technology and client commitment.
IBKR affiliates provide global electronic brokerage services around the clock on stocks options futures currencies bonds and funds to clients in over 200 countries and territories. We serve individual investors and institutions including financial advisors hedge funds and introducing brokers. Our advanced technology competitive pricing and global market help our clients to make the most of their investments.
Barrons has recognized Interactive Brokers as the #1 online broker for six consecutive years. Join our dynamic multinational team and be a part of a company that simplifies and enhances financial opportunities using stateoftheart technology.
Position Overview
We are looking for fulltime Workforce Management RealTime Analysts (WFM RTA) who will be responsible for managing and monitoring the contact centers realtime operational performance. This role involves analyzing call center metrics making realtime adjustments to staffing and ensuring optimal service levels and efficient operations. The RTA will work closely with CS Managers Supervisors and contact center agents to balance workloads and maintain service standards.
Additionally the RTA will support our ongoing configuration and maintenance of call center systems within the client services group as may be required.
Key Responsibilities
- Monitor realtime performance metrics including call volumes service levels and agent adherence throughout the day.
- Manage staffing levels and schedules in realtime to meet service level targets and operational goals.
- Quickly respond to and manage unplanned events such as system outages high call volumes and staffing shortages.
- Communicate and coordinate directly with stakeholders on trends and staffing levels to ensure appropriate resource allocation and to address any operational issues.
- Use WFM software and tools to manage realtime operations and to make datadriven decisions.
- Assist WFM Analyst in generating and distributing realtime performance reports and intraday summaries to management.
- Assist WFM Analyst in the setup of new dashboards for regional managers.
- Identify and recommend improvements to processes and systems to enhance operational efficiency and service quality.
- Work closely with other WFM team members to ensure consistent and effective workforce management practices.
- Provide guidance and support to agents and supervisors on realtime adherence and performance metrics.
Qualifications and Skills
- A bachelors degree in computer science business operations management or a related field is preferred.
- Minimum two years of experience in a workforce management or call center operations role.
- Proficiency in WFM software (such as NICE RingCentral or Aspect) and a strong knowledge of Microsoft Office especially Excel and PowerPoint
- Strong analytical and problemsolving skills with the ability to interpret and act on data quickly
- Excellent verbal and written communication skills with fluency in English
- Ability to manage multiple tasks and priorities in a fastpaced environment
- Strong interpersonal skills and the ability to work effectively in a teamoriented environment
- High level of accuracy and attention to detail
Company Benefits & Perks:
- Competitive salary package.
- Performancebased annual bonus cash and stocks
- Group Medical & Life Insurance.
- Modern offices with free amenities & fully stocked cafeterias
- Monthly food card & companypaid snacks.
- Hardship/shift allowance with companyprovided pickup & drop facility*
- Attractive employee referral bonus.
- Frequent companysponsored teambuilding events and outings
* Depending upon the shifts.
**The benefits package is subject to change at the managements discretion.
#LINP2
Required Experience:
IC
Employment Type
Full Time
