Workforce Management Real Time Analyst

Position Overview

We are looking for full-time Workforce Management Real-Time Analysts (WFM RTA) who will be responsible for managing and monitoring the contact center's real-time operational performance

This role involves analyzing call center metrics, making real-time 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 real-time performance metrics, including call volumes, service levels, and agent adherence throughout the day

Manage staffing levels and schedules in real-time 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 real-time operations and to make data-driven decisions

Assist WFM Analyst in generating and distributing real-time 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 real-time adherence and performance metrics

Qualifications And Skills

A bachelor's 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 problem-solving 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 fast-paced environment

Strong interpersonal skills and the ability to work effectively in a team-oriented environment

High level of accuracy and attention to detail

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

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 cutting-edge 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

Barron's has recognized Interactive Brokers as the #1 online broker for six consecutive years

Join our dynamic, multi-national team and be a part of a company that simplifies and enhances financial opportunities using state-of-the-art technology