Analyst - WFM Planning & Scheduling

Job Title: Analyst - WFM Planning & Scheduling
Location: Noida

About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Risk and Control Objective
Take ownership for managing risk and strengthening controls in relation to the work you do.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs

Hybrid Working

Structured hybrid role:
At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Introduction:

This role is part of the BGSC & Offshore Workforce Management function reporting into AM - WFM and accountable for Scheduling and Planning across the Contact center cluster base in India and Onshore. 

Based Offshore in India to provide End to End Scheduling & Planning solution and accountable for the overall delivery of WFM related SLA’s and all WFM related deliverables. Additional scope of position includes coordination between Onshore and Operations Stakeholders, Business Continuity Management team, Tech teams across various areas to ensure smooth functioning of the business. Aspect Management, Employee Masters, regular analysis and feedback for better control and management will be the key responsibility for this role.

The role is wide ranging and work closely with BGSC Business Unit leaders, Onshore Business Unit Leaders within and outside of functions.

What will you be doing?

Scheduling and Planning: 

Ensure robust and efficient Scheduling and Planning to meet the commitments, periodic analysis and simulations to improve process efficiency. Some key accountabilities in this area would be:

• Efficient scheduling based on the commitments received.
• Constant touch with Onshore Planning team and BGSC Operations for better control management.

• Analyzing the plans and work on continuous improvement through simulations.
• Meeting Expectations of the Ops Team & raising red flags on timely manner and identify gaps if any.
• Supply all relevant information required by Operations & Onshore Team to carry out and improve overall service.
• Manage and share the Employee masters with utmost accuracy. 
• Timeliness & Accuracy - Ensuring that Ops packs and Employee Masters are sent out in a timely manner and the level of accuracy is maintained
• Attending daily/weekly & any other ad-hoc calls with onshore and operations on a regular basis
• Being a team player, assisting team mates as and when required. Workload sharing in absence of team members.
• Effective co-ordination with other departments (Internal/ External) via verbal and written communication
• Managing projects/Migrations assigned to business we support and our own departments
• Maintaining standardization across the WFM Function in terms of procedures and policies and streamlining the overall WFM process by creating tools and processes which will enable smooth functioning of the Team / Process
• Reports to be produced on a daily, weekly and monthly frequency basis process and business requirements.
• Formulate regular reports and packs to communicate information in a consistent and timely manner.
• Provide timely reporting and recommendations to key stakeholders for effective decision making

What we’re looking for:

• Graduate or pursuing graduation in any stream
• Excellent communication and analytical skills.
• Skilled communicator at a wide variety of levels and capabilities
• Collaborative and able to share best practice at all levels.
• Committed to the global vision for the Bank

Skills that will help you in the role:

• Relevant domain experience in WFM Scheduling and Planning in large BPO 
• Understanding of performance metrics and their co-relations for. E.g. Service Level, Occupancy, ASA, forecast variance, AHT fore variance, Line & schedule adherence, conformance etc.
• WFM tool specific methodology – for e.g. Aspect Scheduling, MU & BU Creation
• Attrition and Shrinkage calculation and its implications.

Must have the potential for further development personally and professionally with the ability to take on other roles within the Group.

Where will you be working?
Noida
Be More at Barclays
At Barclays, each day is about being more – as a professional, and as a person. ‘Be More @ Barclays’ represents our core promise to all current and future employees. It’s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.
Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.
Purpose, Values and Mindset
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.
Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyones contribution.
Integrity
We operate with honesty, transparency and fairness in all we do.
Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence
We champion innovation, and use our energy, expertise and resources to make a positive difference.
Stewardship
We prize sustainability, and are passionate about leaving things better than we found them.
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.