Workforce Management Analyst

Interactive Brokers Group
Mumbai
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 2+ yearsEducation: bachelorsSkills: ["Communication","Interpersonal skills","Teamwork","Attention to detail","Prioritization"]

Manage and monitor real-time contact-center performance, including call volumes, service levels, and agent adherence. Update staffing levels and schedules throughout the day to meet service targets, respond to unplanned events, and maintain incident logs. Build forecasting models from historical volume data and produce regular and ad hoc intraday reports, summaries, and dashboards for management. Partner with CS managers, supervisors, agents, and the WFM team to improve processes and systems and ensure efficient operations.

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FursaFursa
Interactive Brokers Group
Interactive Brokers Group
2 months ago

Workforce Management Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 days agoStatus: Live

Job Summary

Manage and monitor real-time contact-center performance, including call volumes, service levels, and agent adherence. Update staffing levels and schedules throughout the day to meet service targets, respond to unplanned events, and maintain incident logs. Build forecasting models from historical volume data and produce regular and ad hoc intraday reports, summaries, and dashboards for management. Partner with CS managers, supervisors, agents, and the WFM team to improve processes and systems and ensure efficient operations.
Location: Mumbai
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Monitor real-time contact-center performance metrics including call volumes, service levels, and agent adherence.
  • •Manage staffing levels and schedules in real time to meet service-level targets and operational goals.
  • •Handle unplanned events such as system outages, high call volumes, and staffing shortages, including incident logging and follow-up.
  • •Build and maintain forecasting models using historical volume data to project demand and inform staffing decisions.
  • •Produce intraday summaries, performance reports, and dashboards; coordinate with stakeholders and recommend process/system improvements.

Pay and Benefits

Equity and Bonus:Equity
Perks:Annual BonusHealth InsuranceLife InsuranceMeal AllowanceShift Allowance

Key Requirements

  • •2+ years of experience in workforce management or contact-center operations.
  • •Proficiency with workforce management software such as Genesys, NICE, RingCentral, or Aspect.
  • •Strong knowledge of Microsoft Office, especially Excel and PowerPoint.
  • •Strong data analysis and reporting skills to interpret complex datasets and present insights clearly.
  • •Excellent verbal and written communication skills with fluency in English.
Experience:2+ years
Education:Bachelor's
Skills:CommunicationInterpersonal skillsTeamworkAttention to detailPrioritization
Languages:English
Tech Stack:GenesysNICERingCentralAspectMicrosoft OfficeExcelPowerPointTableau

Company Brief

Interactive Brokers Group
Operates an electronic trading platform providing brokerage services for individuals and institutions across global markets, offering equities, options, futures, forex, bonds, and related clearing and custody services with advanced trading technology and low-cost executions.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Greenwich, United States
Founded: 1977
WebsiteLinkedIn