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Workforce Management Real- Time Analyst
It’s an exciting time at Barclays. Here in the US, we are building the bank of the future. A bank that is dedicated to delivering Life Enhancing solutions for every customer. A bank that will challenge the sector to change for the better. As a Real-time Analyst you will support our operational partners by providing services related to incident and workforce management.
What will you be doing?
•Scheduling of off-phone activities including team meetings, trainings, and projects
•Scheduling of phone colleagues in Avaya CMS related to new hires, queue or departmental movement, service level improvements, event mitigation
•Developing, preparing and distributing reports utilizing Aspect, Avaya CMS and other available tools.
•Analysis of trends and providing input on improving contact center metrics including service levels, abandon rates, average handle times and occupancy
•Front line system issue support and coordination with help desk and technology teams
•User access requests, system user setup and password resets
What we’re looking for:
•Bachelor’s degree or relevant experience
•1+ year contact center experience in banking or credit card field, demonstrating superior performance
Skills that will help you in the role:
•Extended experience in contact center operations with familiarity of key metrics (i.e. service levels, adherence, shrinkage)
•Prior Workforce Management experience
•Working knowledge of Aspect Workforce Management and Avaya CMS software
•Technical/MIS related background or education
Where will you be working?
On the Henderson campus, you’ll find a full-service café; recreational rooms complete with snacks, ping-pong and foosball tables; plus, free parking. We pride ourselves on our inclusive culture focused on celebrating the diversity of all of our colleagues! The Henderson campus also offers plenty of opportunities to get involved and give back to our community.
Interested and want to know more about Barclays? Visit Company websiteys/who-we-are/ for more details.
Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.
We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals. 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.
Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. If you have a need for flexibility, then please discuss this with us.
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