Workforce Analyst – Henderson, NV – Barclays

Workforce Analyst – Henderson, NV – Barclays

Posted On: 06-07-2017
Position Title:  Workforce Analyst
Job Location:  Henderson, NV
Company:  Barclays
Apply Online:  Barclays – Workforce Analyst – 90119992
Contact Info:  Dai Strong, dstrong@barclaycardus.com

Barclays is an international financial services provider engaged in personal banking, credit cards, corporate and investment banking, and wealth management with an extensive presence in Europe, United States, and Asia. Barclays’ purpose is to help people achieve their ambitions – in the right way.  With over 300 years of history and expertise in banking, Barclays operates in over 50 countries and employs approximately 140,000 people.

For further information about Barclays, please visit our website www.barclays.com.

The US credit card division of Barclays, Barclaycard US, is currently recruiting for qualified, driven Workforce Analysts to operate out of our Henderson, NV location.

Workforce Management Analysts 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 service level goals.

Essential functions:

 

*Scheduling of all off-phone activities including but not limited to team meetings, trainings, and projects.

*Developing, preparing and distributing reports utilizing Aspect EWorkforce Management, Avaya CMS Supervisor, and other available tools.

*Analyzing 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.

*Front line system issue support and coordination with help desk and technology support.

Basic Qualifications

  • 1-3 years call center experience in banking or credit card Online Service Center, demonstrating superior performance.
  • 1+ years experience in workforce administration, demonstrating superior performance and customer service skills
  • Thorough knowledge of Online Service Center systems, procedures, and regulations.
  • Excellent judgment, professionalism, leadership
  • Excellent verbal communication skills; able to deliver feedback effectively and express thoughts concisely.

Preferred Qualifications

  • Excellent judgment, professionalism, leadership
  • Excellent verbal communications skills; able to deliver feedback effectively and express thoughts concisely.
  • Strong desire to work in a team environment
  • Some flexibility in working hours preferred