Sr Workforce Analyst

Barclays moves, lends, invests and protects money for customers and clients worldwide. Please visit our website here for more information.
Overall purpose of role:
Workforce Management Analyst ensures the Call Center operates in the most efficient manner possible by providing schedules that meet staffing needs and monitoring call center metrics to meet timely goals.
Key Accountabilities and Skills required:
Key specific accountabilities
Generating and distributing Relationship Manager Schedules and reports.
Relationship Manager Administration in Aspect E Workforce Management including but not limited to schedules, adjustments, availabilities, and paid time off administration.
Scheduling of all off-phone activities including but not limited to team meetings, trainings, and projects.
Developing, preparing and distributing reports utilizing Aspect E Workforce Management and other available tools.
Analysing trends and providing input on improving call center metrics including service levels, abandon rates, average handle times and occupancy.
Monitoring Relationship Manager activities as close to real-time as possible in Lucent Avaya
Front line system issue support and coordination with help desk and technology support
System user setup and password resets.
Acts as a mentor and /or department technical lead.
Decision making and problem solving
Day to day decisions is generally made without seeking higher authority. Has an impact on the success of the functional area.
Risk and Control Objective: All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
Your Skills and Qualifications will include:
Basic Qualifications
2 years' experience in Workforce Management
2 years customer service experience in banking or credit card Online Service Center, demonstrating superior performance (if external candidate).
1 years' experience in department, demonstrating superior performance and customer service skills (if internal candidate).
Preferred Qualifications
Thorough knowledge of Online Service Center systems, procedures, and regulations.
Excellent judgment, professionalism, leadership
Excellent verbal communications skills; able to deliver feedback effectively and express thoughts concisely.
The Benefits: Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary and all the tools, technology and support you need to succeed.
Our Culture: Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.
Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.
Barclays is an equal opportunity employer and are opposed to discrimination on any grounds. For more detailed information, please visit our dedicated Diversity and Inclusion site here.
EEO statement
It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

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