WFM - Planning Analyst Job in Noida at Barclays

Barclays is hiring for the role of WFM - Planning Analyst!

Responsibilities of the Candidate:

• Deliver a robust long-term workload forecast, and resource & recruitment plans built on a collaboratively agreed set of assumptions to determine the demand plan for individual areas of responsibility.
• To develop ‘bottom-up’ resource planning models that underpin the operating budget and headcount plan for each specific business area.
• Provide Headcount Management and control through the governance framework and reporting. Output analysis and insight through regular Headcount reports providing clarity of month-on-month staff movements.
• Provide continuous support and adherence to the resource planning change gateway process by conducting thorough Impact Assessments of change initiatives to support/inform the Leadership decision-making process.
• Support the delivery of best-in-class workload forecasting & planning capability utilising industry-leading processes and technology and improving forecast accuracy within a defined tolerance.
• Work collaboratively with key stakeholders and the wider COO WFM team to drive exceptional Customer service standards, increase NPS and reduce Customer Complaints across all channels.
• To be able to fully understand the impacts of any change on their business area and be able to communicate and manage this change through to the other areas of the business most appropriately and effectively. 
• Provide continuous support and adherence to the resource planning change gateway process conducting thorough Impact Assessments of change initiatives to support/inform the Leadership decision-making process.
• To facilitate the analysis of performance and colleague data to be able to conduct a scheduling ‘gap analysis’ within the current workforce and ensure were necessary any risks are mitigated through BAU processes or via the recruitment process.

Requirements:

• Understanding the role WFM plays within BUK COO Omni Channel Operation.
• Knowledge & understanding of operational key performance metrics & how business drivers/plans translate into customer demand resulting in resource requirements.
• Experience in stakeholder engagement at a higher/senior level with demonstrable experience in presenting and influencing at the VP Level and above
• An Excellent understanding of Forecasting and Modelling techniques
• Strong communication & presentation skills interacting at all levels
• Demonstrable analytical skills with the ability to provide insight and present in a way that gives clarity, confidence & certainty to the audience.
• Ability to be proactive through planning and organisation skills, constantly anticipating future needs but remaining flexible and calm with unforeseen demands
• Experience in different approaches to data analysis, and statistical modelling including planning, gathering and challenging quality of data from various sources
• Academic background to evidence competence in Statistical Modelling
• Understanding of contact centres IVR and call routing methodologies, how they work and how they impact business measures
• Knowledge of workforce management processes, methodology, tools and capabilities