5 Wfm Software Jobs

As a Scheduler, your primary responsibility will be to develop and maintain accurate schedules for employees based on forecasted workload, business needs, and employee availability. You will be required to adjust schedules to accommodate changes such as unexpected absences, fluctuations in demand, and special events. Utilizing historical data, trends, and forecasting tools, you will predict staffing needs and analyze real-time and historical data to make proactive scheduling adjustments. It will be crucial for you to ensure that schedules are designed to meet service level agreements (SLAs) and performance targets while monitoring adherence to schedules and reporting on key metrics like occupancy, utilization, and shrinkage. Communication plays a vital role in this role as you will be responsible for communicating schedule changes, updates, and adjustments to employees and management in a timely manner. Collaborating with team leaders and management to address staffing issues, training needs, and other operational concerns will also be a part of your responsibilities. Identifying opportunities for optimization in scheduling processes, including shift swaps, overtime management, and break scheduling will be essential. You will be expected to propose and implement solutions to improve efficiency, reduce costs, and enhance employee satisfaction. Additionally, preparing and distributing regular reports on staffing, schedule adherence, forecast accuracy, and performance metrics will be required. Your proficiency in WFM software (e.g., NICE, Verint, Genesys), strong analytical and problem-solving skills, excellent communication and interpersonal skills, ability to work under pressure and manage multiple priorities, attention to detail and organizational skills, as well as a basic knowledge of labor laws and regulations will be crucial for success in this role. Furthermore, providing training and guidance to new employees on scheduling practices and WFM tools, as well as staying up to date with industry trends and best practices in workforce management, will be part of your ongoing responsibilities.,

Interactive Brokers Group, Inc. is a global financial services company headquartered in Greenwich, CT, USA, with a presence in over 15 countries. With a legacy of over four decades, we are known for our innovative technology and unwavering commitment to client satisfaction. Our affiliates offer electronic brokerage services worldwide, catering to clients in more than 200 countries and territories. We serve a diverse clientele including individual investors, financial advisors, hedge funds, and introducing brokers. Our cutting-edge technology, competitive pricing, and global market reach empower our clients to optimize their investments. Recognized by Barron's as the top online broker for six consecutive years, Interactive Brokers invites you to join our dynamic, multinational team. Be part of a company that leverages state-of-the-art technology to simplify and enrich financial opportunities. We are currently seeking full-time Workforce Management Real-Time Analysts (WFM RTA) to oversee and enhance the real-time operational performance of our contact center. In this role, you will analyze call center metrics, adjust staffing levels in real-time, and uphold optimal service standards and operational efficiency. The WFM RTA will collaborate closely with CS Managers, Supervisors, and contact center agents to manage workloads effectively and maintain service excellence. Additionally, you will assist in configuring and maintaining call center systems within the client services group as needed. **Key Responsibilities:** - Monitor real-time performance metrics such as call volumes, service levels, and agent adherence throughout the day. - Adjust staffing levels and schedules in real-time to meet service level targets and operational objectives. - Respond promptly to unforeseen events like system outages, high call volumes, and staffing shortages. - Engage with stakeholders to ensure appropriate resource allocation based on trends and staffing requirements. - Utilize WFM software and tools for real-time operations and data-driven decision-making. - Collaborate with the WFM Analyst to generate and share real-time performance reports and intraday summaries with management. - Assist in setting up new dashboards for regional managers. - Identify process and system enhancements to improve operational efficiency and service quality. - Work closely with the WFM team to uphold consistent and effective workforce management practices. - Provide guidance to agents and supervisors on real-time adherence and performance metrics. **Qualifications and Skills:** - Bachelor's degree in computer science, business, operations management, or a related field preferred. - Minimum of two years of experience in workforce management or call center operations. - Proficiency in WFM software (e.g., NICE, RingCentral, or Aspect) and strong Microsoft Office skills, particularly Excel and PowerPoint. - Strong analytical and problem-solving abilities with a knack for quick data interpretation and action. - Excellent verbal and written communication skills in English. - Ability to multitask and prioritize in a fast-paced environment. - Strong interpersonal skills and a collaborative mindset. - 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 coverage. - Modern offices with complimentary amenities and fully stocked cafeterias. - Monthly food card & company-paid snacks. - Hardship/shift allowance with company-provided pickup & drop facility*. - Attractive employee referral bonus. - Regular company-sponsored team-building events and outings. - Benefits are subject to change at the management's discretion.,

As a Business Consultant with 5-10 years of experience in Workforce Management (WFM), you will be responsible for project management. Your role will require a deep understanding of WFM tools and experience in all stages of WFM, including Forecasting, capacity planning, rostering, and scheduling. To excel in this role, you must possess aptitude in creative problem-solving, proficiency in MS Office, and familiarity with various WFM software such as Verint, Genesis, Nice IEX, and databases. Your analytical skills, coupled with excellent data collection and analysis capabilities, will be essential for success. Excellent written and verbal communication skills are a must, along with the confidence to work in an individual contributor role. A graduate in any discipline is required, and a Certified Management Consultant certification would be a plus. You should be willing to travel as per business requirements to fulfill the following responsibilities: - Organize and execute assigned business projects for clients according to their requirements. - Meet with clients as needed to assess problematic situations and collect information about their business through various methods. - Analyze and interpret data to identify weaknesses, problems, and root causes. - Formulate recommendations and solutions tailored to clients" needs and limitations, presenting them in concise reports. - Develop detailed business plans for incremental or transformative changes. - Assist clients in implementing plans and resolving any discrepancies. - Provide guidance on issues that may arise during project execution. - Collaborate with the Professional Services team to support project management from a business capability perspective. - Act as a knowledge bridge between internal and external teams. In summary, this role requires a skilled Business Consultant with a strong background in WFM, project management, and client communication. If you are proactive, analytical, and have a passion for driving business improvements, this position offers an exciting opportunity to make a significant impact.,

Interactive Brokers Group, Inc. is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. The company has been a pioneer in financial innovation for over four decades, renowned for its cutting-edge technology and dedication to clients. IBKR affiliates offer global electronic brokerage services across a wide range of financial instruments to clients in over 200 countries and territories, including individual investors and institutions such as financial advisors, hedge funds, and introducing brokers. Interactive Brokers has been recognized by Barron's as the #1 online broker for six consecutive years. Joining the dynamic, multi-national team at Interactive Brokers means being part of a company that leverages state-of-the-art technology to simplify and enhance financial opportunities. As a full-time Workforce Management Real-Time Analyst (WFM RTA) at Interactive Brokers, you will play a crucial role in managing and monitoring the real-time operational performance of the contact center. Your responsibilities will include analyzing call center metrics, making real-time adjustments to staffing, and ensuring optimal service levels and efficient operations. Collaborating closely with CS Managers, Supervisors, and contact center agents, you will be tasked with balancing workloads and maintaining service standards. Additionally, you will provide support for the ongoing configuration and maintenance of call center systems within the client services group as needed. Key Responsibilities: - Monitor real-time performance metrics such as 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. - Respond promptly to unplanned events like system outages, high call volumes, and staffing shortages. - Communicate and coordinate with stakeholders on trends and staffing levels to ensure appropriate resource allocation and address operational issues. - Utilize WFM software and tools for real-time operations and data-driven decision-making. - Assist in generating and distributing real-time performance reports and intraday summaries to management. - Collaborate with the WFM team in setting up new dashboards for regional managers. - Identify and propose enhancements to processes and systems for improved 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: - Bachelor's degree in computer science, business, operations management, or a related field preferred. - Minimum of two years of experience in workforce management or call center operations. - Proficiency in WFM software (e.g., NICE, RingCentral, Aspect) and strong knowledge of Microsoft Office, particularly Excel and PowerPoint. - Strong analytical and problem-solving skills with the ability to interpret and act on data swiftly. - 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 effectiveness in a team-oriented setting. - 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. *Benefits are subject to change at management's discretion.,

Job Title: Workforce Management (WFM) Analyst Location: Hyderabad - Hybrid About the Role We are seeking a data-driven and strategic Workforce Management Analyst to join our team. The ideal candidate will play a key role in optimizing staffing, improving operational efficiency, and ensuring service level objectives are consistently met. This role requires strong analytical skills, cross-functional collaboration, and a deep understanding of workforce planning principles. Key Responsibilities Staff Scheduling & Planning Create and manage agent schedules based on workload forecasts and business needs. Factor in planned and unplanned shrinkage to optimize staffing coverage. Recommend cost-efficient staffing strategies including dynamic scheduling and shift adjustments. Capacity & Skillset Management Maintain and analyze skillset matrices to assess current and future resource availability. Identify over/understaffed activities and provide recommendations for cross-training or reallocation. Forecast capacity needs and align workforce with business growth. Performance Targets & Metrics Establish, maintain, and regularly update Target Times for various activities. Implement methodologies such as "Target-as-Actual" and "Actual-as-Target" to gauge productivity. Work with reporting teams to ensure MI dashboards reflect accurate and up-to-date targets. Tenure & Attrition Monitoring Track staff tenure and highlight areas of concern (e.g., high percentage of new hires). Analyze attrition trends and propose solutions including upskilling, career development, and training initiatives. Shrinkage & Productivity Insights Track and analyze both tangible (PTO, breaks, training) and intangible (system downtime, attrition) shrinkage. Measure the impact of training on AHT and workload distribution. Ensure productive utilization of staff across all scheduled hours. FTE & Budget Analysis Calculate FTE requirements using historical data and forecast models. Monitor and report on monthly FTE variances against budget targets. Provide actionable insights tied to headcount, productivity, and cost optimization. Qualifications Bachelors degree in Business, Operations, Statistics, or a related field. 5+ years of experience in Workforce Management, preferably in a contact center or service-based environment. Proficiency in Excel (advanced), WFM tools (e.g., NICE, Verint, Genesys), and reporting platforms (e.g., Power BI). Strong analytical, problem-solving, and communication skills. Ability to interpret data and make strategic workforce recommendations. Preferred Skills Experience with forecast modeling and capacity planning. Familiarity with schedule adherence metrics and shrinkage tracking. Ability to work in a fast-paced environment with multiple stakeholders. Knowledge of WFM methodologies and best practices.