Trading Services - Workforce Analyst
Job Title
Trading Services - Workforce Analyst
Job Description
So, who are we?
We’re IG Group. No, not Instagram – though we're a pretty big deal ourselves.
We’re a global, FTSE 250-listed company made up of a collection of progressive fintech brands in the world of online trading and investing. The best part - We’ve snapped up many awards for our top-class platforms, forward-thinking products and incredible employee experiences.
We believe in financial freedom and our purpose is to help ambitious people achieve it.
Around 400,000 people use our groundbreaking technology and forward-thinking platforms to trade the financial products they know and love.
Did we mention we have offices in 18 countries? Yes, when you join IG Group, you'll have the chance to work across multiple brands, with people all over the world. Join us for an exciting future and let’s innovate together!
We believe that a diverse workforce brings creative energy to our business, powers innovation and sets us up for continued global success. We’re committed to developing teams of individuals with a wide variety of perspectives and skills to help us realise our vision and strategy. So, we welcome people of any age, ethnicity, culture, faith, gender identity or expression, sexual orientation or physical capacity who connect with our values and bring something fresh to our business.
Your role in the team
At IG, our Workforce Management Team is dedicated to the strategic optimization of our workforce to ensure that our operations run smoothly and efficiently. Your role as a Real time Analyst (RTA) would be vital to ensure the delivery of our service objectives. We take pride in our role as the architects of workforce management/optimization, creating a strong foundation for the success of our organization.
What you’ll do
- Monitor inbound volumes to ensure optimal staffing levels.
- Work closely with the operations team to analyse and help improve their delivery processes.
- Generate ideas for process and service improvement planning.
- Assist with projects and other duties as requested or assigned.
- Evaluate adherence and other aspects of productivity and take immediate action to improve performance.
- Administer volume contingency action plans as deemed necessary and appropriate.
- Conduct research to identify new opportunities for business development or potential risks to existing business operations.
- Ensure Service level agreements are achieved by planning and scheduling staff strategically.
- Responsible for processing hourly, daily, weekly and monthly productivity reports and business updates.
- Assist with creation of metrics and targets for servicing teams.
- Analyse data to identify trends in customer behaviour and preferences.
- Identify areas of improvement and potential risks with the current setup from WFM perspective and report the same to the business along with action plans.
- Real time monitoring of volumes across all the servicing channels using the contact centre software (Genesys).
- Maintain service levels to the set targets across 24 hours while also ensuring adherence to the planned coverage.
- Assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
- Take ownership of real time decision making of approving/declining ad hoc off queue activities.
Who we’re looking for
You’re curious about things like the client experience, rapid developments in tech, and the complex world of fintech regulation. You’re also a confident, creative thinker with a knack for innovating. We know that you know every problem has a solution. Here, you can try new ideas, and lead the way in creating inspiring experiences for our clients and everyone around you. We don’t fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporate that just gives you a pay cheque at the end of the month, we might not be for you. But, if you have that IG Group energy and you can stand behind what we believe in, let’s raise the bar together.
What you’ll need for this role
- Demonstrate sound work ethic.
- 3+ years of experience working in contact centres (Experience in a global contact centres setup will be an asset).
- Must have advanced level Microsoft Excel skills.
- Preferred - Experience in Genesys (contact centre software).
- Ability to create reports in Excel and forecast results.
- Attention to detail and high level of accuracy.
- Use trends and reports to forecast requirements.
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
- Strong organizational skills and good analytical skills.
- Organized with the ability to adapt quickly and effectively to change.
- Flexible to work in rotational shifts across 24 hours.
How you’ll grow
When you join IG Group, we want you to have more than a job – we want you to have a career. And you can. If you spot an opportunity, we want you to chase it. Stretch yourself, challenge your self-beliefs and go for the things you dream of.
With internal and external learning opportunities, and the tools to help you skyrocket to success, we’ll support you all the way. And these opportunities truly are endless because we have some bold targets. We plan to expand our global presence, increase revenue growth, and ultimately deliver the world’s best trading experience. We’d love to have you along for the ride.
The perks
- Hybrid working.
- Performance-related Bonus.
- Employee-led LGBTQ+, Women's, Black, Diversity & Inclusion and Parents & Carers networks with an annual budget for organizing events & projects that foster an open, diverse, and inclusive culture.
- Career-focused and leadership training in-class and online, incl. unlimited access to LinkedIn/Udemy Learning platforms.
- Work life balance, well-being events as well as Employee Assistance Programme.
- Contribution to gym memberships.
- A day off on your birthday and two days volunteering leave per year.
Where you’ll work
We follow a hybrid working model; we reckon it’s the best of both worlds. This model also feeds into our secret ingredients for innovation: diversity, flexibility, and close connection. Plus, you’ll be welcomed into a diverse and inclusive workforce with a lot of creative energy.
Ask our employees what their favourite thing is about working at IG, and you’ll hear an echo of ‘our culture’! That’s because you can come to work as your authentic self. The things that make you, you – like your ethnicity, sexual orientation, faith, age, gender identity/expression or physical capacity – can bring a fresh perspective or new skill to our business.
That’s why we welcome people from various walks of life; and anyone who wants to help us realise our vision and strategy. So, if you’re keen to connect with our values, and lead the charge on innovation, you know what to do.
Number of openings
1
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