Posted On: 11-08-2021
Position Title: Workforce Management Sr. Analyst
Job Location: Henderson, NV or potentially virtual
Contact Information:  sjames@barclaycardus.com
Apply Online: https://search.jobs.barclays/job/henderson/workforce-management-sr-analyst/13015/16951313264

As a Senior Workforce Management Analyst, you will act as a leader and subject matter expert within the Workforce Management Scheduling team. Under limited supervision, and regularly independent judgment and discretion, this role is responsible for ensuring the call center operates efficiently by providing schedules which meet daily and intra-day staffing requirements.  This role also constructs reports and performs analysis of metrics including, but not limited to, call volumes and patterns.  This individual will identify contact center trends and make recommendations to anticipate future demands, while monitoring the overall health of the call center.

Barclays is one of the world’s largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We’ve helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

What will you be doing?
  • You will develop, maintain and adjust staffing models based on forecasts and historical data
  • Maximize use of the scheduling software (Aspect eWFM) to create colleague schedules, approve shift changes, and administer shift bid process
  • Deliver recommendations on optimal timing for off-phone activity
  • Instruct Workforce Management staff to create and preserve Standard Operating Procedures (SOP’s)
  • Perform other duties as assigned or apparent

What we’re looking for:
  • Expert level proficiency/understanding of scheduling software (Aspect, Nice, Verint….)
  • Proven analytical skills
  • Proficient with MS Office products (e.g. Excel, PowerPoint)
  • Expert level proficiency/understanding in the use of call center skilling and routing strategies/applications (i.e. AWS, CMS, Cisco/ ICM)

Skills that will help you in the role:
  • Strong project management experience (Agile, Lean…)
  • Expert level proficiency/understanding of Aspect WFM
  • Expertise in MIS systems (SAS/SQL/Tableau, etc.) and/or knowledge of advanced statistical methodologies
  • Professional skills such as communication, ability to foster a collaborative environment, prioritization, problem solving.

Where will you be working?

At Barclays, we are proud to be redefining the future of finance and here in Henderson, we are defining the future of the workplace and the future of the way we work and live. We are creating a unique community, one of four strategic tech-enabled hubs that will redefine opportunity for everyone who works here. Whatever you do at Barclays, you’ll have every chance to build a world-class career in this world-class environment.