Trading Services

3 weeks ago

Johannesburg, South Africa IG Group Full time

**Job Title**

Trading Services - Workforce Analyst

**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**

You are driven by results and bias for action. Your efforts are geared towards achieving tangible outcomes that bring value to our customers through teamwork, relationship building and effective communication with different stakeholders and leaders.

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 staffs 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 Assumes and performs 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 with good analytical skills
- Organized with the ability to adapt quickly and effectively t

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