Workforce Management Analyst - Contact Center Administrator

About INTERACTIVE BROKERS!

This is a hybrid role (three days in the office/two days remote).

Interactive Brokers Group has been consistently at the forefront of trading innovation, starting with the invention of the first floor-based handheld computer in 1983. We pride ourselves on being primarily a technology company and challenging the status quo. We push boundaries to offer our clients the best trading platform with the most sophisticated features at the lowest cost. Software development is the lifeblood of our firm, and it shows in our stellar brokerage platform. Interactive Brokers is regularly recognized as a leader in the financial services industry.

Workforce Management Analyst - Contact Center Administrator – WFM

Key Responsibilities

• Work closely with the IVR & Contact Center Administrator to ensure call routing and Contact Center platform functionality supports the Client Services department's strategy.
• Support, maintain, and update our Client Services Contact Center application.
• Review and maintain skill and employee Contact Center profile configurations based on set specifications from Client Services.
• Analyze, diagnose scheduling and workforce-related problems. Leverage Contact Center reporting and tools to minimize abandoned calls while effectively staffing to the call volume.
• Works with developers, QA, and regional managers for continuous improvements and high-quality deliveries on time.
• Provide training and assistance for any Contact Center platform-related inquiries.
• Become familiar with the Contact Center platform's reporting capabilities to assist with creating dashboards and reports for regional managers.
• Serve as the business liaison between Client Services and technical teams to drive Contact Center platform improvement.
• Manage Onboarding and Offboarding employee user accounts within the Contact Center platform.

Qualifications

• Good level of spoken and written English language (Additional languages are a plus).
• Excellent interpersonal and communication skills as well as intercultural awareness.
• Creative problem-solving skills and strong attention to detail.
• Sense of urgency and able to work in a fast-paced environment.
• Ability to have a vision and follow-up in their area of expertise.

Position Requirements

• Bachelor's degree in computer science or comparable experience.
• Minimum 10 years administering a Contact Center environment.
• Proficient with Windows 10 and macOS (Linux is a plus).
• Experience with Contact Center applications (RingCentral experience is a plus).
• Experience with setting up and managing Workforce Management applications and the ability to leverage them to establish forecasting, scheduling, and related support processes.
• Understanding of Agile and ITIL methodologies and practices.

Company Benefits & Perks

• Competitive salary, annual performance-based bonus and stock grant
• Retirement plan 401(k) with a competitive company match
• Excellent health and wellness benefits, including medical, dental, and vision benefits. Company paid medical healthcare premium.
• Wellness screenings and assessments, health coaches and counseling services through an Employee Assistance Program (EAP)
• Paid time off and a generous parental leave policy
• Daily company lunch allowance provided, and a fully stocked kitchen with healthy options for breakfast and snack
• Corporate events, including team outings, dinners, volunteer activities and company sports teams
• Education reimbursement and learning opportunities
• Modern offices with multi-monitor setups

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.