Barclays Workforce Analyst in Henderson, Nevada
Barclays moves, lends, invests and protects money for customers and clients worldwide. Please visit our website here for more information.
Workforce Management Analyst ensures the Call Centre operates in the most efficient manner possible by providing schedules that meet staffing needs and monitoring call centre metrics to meet timely goals.
/ / Overall purpose of role: / /
Support our operational partners by providing services via the Workforce Management system and process
In order to execute on growth expectations, will need to ensure there is proper support from the Workforce management functionality
- * Key Accountabilities and Skills required:
Generating and distributing Relationship Manager updates during incident management
Monitoring health of the network for our customers
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, Avaya CMS and other available tools.
Analyzing trends and providing input on improving call centre metrics including service levels, abandon rates, average handle times and occupancy.
Monitoring Relationship Manager activities as close to real-time as possible in Avaya.
Front line system issue support and coordination with help desk and technology support.
User Access Requests, System user setup and password resets.
Real Time day to day decision making without seeking higher authority. Role has impact on the success of the functional area.
Ability to communicate to various levels both up and down chain of command.
Demonstrates ability to multitask and re-prioritize accordingly.
- Risk and Control *
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
Understand the appropriate Policies & Standards applicable to my role through reading the Code of Conduct and other training allocated to me. Where responsible for risks and controls ensure that these are appropriate and fit for purpose.
- Your Skills and Qualifications will include * Basic Qualifications:
1-3 years call centre experience in banking or credit card Online Service Center, demonstrating superior performance
1 years’ experience in similar department, demonstrating excellent performance and customer service skills
- Preferred Qualifications *
Thorough knowledge of Online Service Centre systems, procedures, and regulations.
Excellent judgment, professionalism, and leadership skills
Excellent verbal communication skills; able to deliver feedback effectively and express thoughts concisely to all levels of operations. 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.*
Title: Workforce Analyst
Requisition ID: *90119992