Workforce Management Real-Time Analyst

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.

Position Overview 

We are looking for a full-time Workforce Management Analyst (WFM Analyst) who will be responsible for managing and monitoring the contact centre's real-time operational performance, as well as driving data analysis and reporting to support strategic workforce planning. This role involves analysing contact centre metrics, making real-time adjustments to staffing, building forecasting models, and ensuring optimal service levels and efficient operations. The WFM Analyst will work closely with CS Managers, Supervisors, and contact centre agents to balance workloads, maintain service standards, and deliver actionable insights through data-driven analysis. 

Additionally, the WFM Analyst will support the ongoing configuration and maintenance of contact centre 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. 

• Maintain an incident log that measures and tracks service-affecting incidents, ensuring timely documentation, root cause identification, and resolution follow-up. 

• Build and maintain forecasting models leveraging historical volume data to accurately project future contact centre demand and inform staffing decisions. 

• 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. 

• Conduct data analysis and reporting to identify trends, performance gaps, and opportunities for improvement; produce regular and ad hoc reports, intraday summaries, and performance dashboards for management and regional stakeholders. 

• Generate and distribute real-time performance reports and intraday summaries to management. 

• Lead and assist in the setup and maintenance of 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, Data Analytics, or a related field is preferred. 

• Minimum two years of experience in a workforce management or contact centre operations role. 

• Proficiency in WFM software (such as Genesys , NICE, RingCentral, or Aspect) and a strong knowledge of Microsoft Office, especially Excel and PowerPoint. 

• Strong data analysis and reporting skills, with the ability to interpret complex datasets, identify trends, 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 environment. 

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

• High level of accuracy and attention to detail. 

• 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.