WorkforceManagementReal-TimeAnalyst

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. 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