Workforce Management Real - Time Analyst

In your role as a full-time Workforce Management Real-Time Analyst (WFM RTA) at Interactive Brokers, you play a crucial part in overseeing and improving the real-time operational performance of the contact center. You will closely collaborate with CS Managers, Supervisors, and agents to ensure effective workload management and service excellence. Your responsibilities will include: - Monitoring real-time performance metrics like call volumes, service levels, and agent adherence throughout the day. - Making real-time adjustments to staffing levels and schedules to meet service level targets and operational goals. - Responding promptly to unexpected events such as system outages, high call volumes, and staffing shortages. - Engaging with stakeholders to allocate resources appropriately based on trends and staffing needs. - Using WFM software and tools for real-time operations and data-driven decision-making. - Working with the WFM Analyst to create and share real-time performance reports and intraday summaries with management. - Aiding in the setup of new dashboards for regional managers. - Identifying process and system improvements to enhance operational efficiency and service quality. - Collaborating with the WFM team to maintain consistent and effective workforce management practices. - Providing guidance to agents and supervisors on real-time adherence and performance metrics. Qualifications and Skills required for this role are as follows: - 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 talent 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. Please note that Interactive Brokers Group, Inc. offers the following benefits and 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.,