Officer - Wfm

Job Title: Officer - WFM
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
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.

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.

BUK & BX - All locations

Please discuss the detail of the working pattern options for the role with the hiring manager.

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.

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

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