Job Title
Real Time Analyst (12 months FTC)
So, who are we?
IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.
The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.
Your Team
The Real-Time Analyst is responsible for monitoring live service levels, managing intraday adherence, and reacting swiftly to volume fluctuations across multi-channel support operations (Voice, Chat, Email, and In-App Tickets).
Your role in the Team's Success
You will partner closely with team leaders, operations managers, and the broader WFM forecasting team to ensure service-level agreements (SLAs) and key performance indicators (KPIs) are consistently met in a fast-paced financial ecosystem.
•Live Queue Management: Monitor real-time contact center queues, routing configurations, and agent states across multiple channels to maintain target SLAs and service levels.
•Intraday Performance Control: Track intraday volume trends, handle time (AHT), and occupancy, making real-time adjustments as required.
•Schedule Adherence Tracking: Monitor and manage agent adherence to schedules, breaks, and off-phone activities in real time; proactively address anomalies with operational supervisors.
•Operational Communication: Act as the primary point of contact for floor supervisors during staffing shortages, system outages, or unexpected volume spikes; coordinate tactical shift adjustments.
•Real-Time Exception Management: Review and approve/deny ad-hoc schedule exceptions, shift trades, and offline training requests based on live capacity.
•Reporting & Analytics: Generate real-time and end-of-day operational performance reports, highlighting trends, shrinkage impact, and SLA performance metrics.
•Continuous Improvement: Provide feedback on forecasting and scheduling gaps to the WFM capacity planning team to improve future schedule accuracy.
What you'll need
•Experience: 2 to 5 years of proven experience as an RTA, Command Center Analyst, or WFM Specialist within a fast-paced contact center or customer operations environment.
•Technical Proficiency: Hands-on experience with industry-standard WFM tools (e.g., NICE, Verint, Genesys, or Assembled) and advanced proficiency in Excel/Google Sheets.
•Domain Knowledge: Familiarity with FinTech operations, high-priority transaction support queues, or digital financial services is a strong plus.
•Analytical Mindset: Strong capability to interpret live data streams, anticipate volume spikes, and execute quick, structured decisions under high pressure.
•Communication Skills: Excellent interpersonal and verbal communication skills to coordinate effectively with floor management and global teams.
•Flexibility: Willingness to work in dynamic shifts/rotational environments supporting extended or 24/7 financial operations.
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. This role is designed as a launchpad: master the vendor lifecycle end to end here, and the natural next step is a Vendor Management Specialist or TPRM Analyst role, with the Senior Vendor Management Specialist track beyond that.
With internal and external learning opportunities, and the tools to help you skyrocket to success, we'll support you all the way.
The Perks
We work hybrid, which means three days in the office. We'll recognize your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.
Number of openings: 1
