Workforce Management Analyst Jobs

Workforce Management Analyst

barclays

Location:
India , Noida

Category:
Banking

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Step into a role of Workforce Management Analyst, where you will take responsibility for client service and operational execution task. You must take responsibility for controlling risk and enhancing controls in connection to your job and areas of responsibility in accordance with rules and regulations. Purpose of the role: To optimise staffing levels, forecasts, scheduling and workforce allocation through data analysis to enhance the customer experience within the bank's operations.

Job Responsibility:

Management of staff optimisation levels, forecasting and scheduling resources by analysing data, business volume and trends to support the workforce allocation process
Collaboration with teams across the bank to align and integrate workforce management processes and governance
Development and implementation of workforce management strategies, processes and controls to mitigate risks and maintain efficient banking operations
Identification of areas for improvement and providing recommendations for change in workforce management processes and provide feedback and coaching for colleagues on these highlighted areas
Identification of industry trends and developments to implement best practice in workforce management Services
Participation in projects and initiatives to improve workforce management efficiency and effectiveness
Development and management of staffing schedules to optimise staffing levels to meet business needs
Management of the operational readiness plans, supporting the business with meeting desired customer outcomes
To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement
They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources
Take responsibility for embedding new policies/ procedures adopted due to risk mitigation
Advise and influence decision making within own area of expertise
Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to
Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function
Make evaluative judgements based on the analysis of factual information, paying attention to detail
Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents
Guide and persuade team members and communicate complex / sensitive information
Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation

Requirements:

Real-time performance & service management: Deliver high-quality real-time analysis, KPI reporting, and insights to optimize call center performance, improve customer service, and support leadership decision-making
Operational coordination & stakeholder management: Act as the central point of contact during business incidents, coordinating responses with BIM, IT, and relevant teams, and ensuring minimal impact on retained and non-retained functions
Workforce planning & resource optimization: Manage WFM scheduling methodologies (e.g., Aspect scheduling, automatic agent assignment), align resources with forecasted demand, manage shrinkage, and ensure SLA adherence across intraday, daily, weekly, and monthly planning
Any AML stream related experience, preferably CDD (Client Onboarding)
Should have interacted with Front office and RM teams via Phone daily
Should be flexible for any shifts
Should have worked on all Risk types and individually able to classify a risk of both individual and entity client types
Proficiency in spoken and written English is a must
Requires in-depth technical knowledge and experience in their assigned area of expertise
Thorough understanding of the underlying principles and concepts within the area of expertise

What we offer:

We offer modern workspaces, collaborative areas, and state-of-the-art meeting rooms
Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations
Hybrid working
We’re committed to providing a supportive and inclusive culture and environment for you to work in

Additional Information:

Job Posted:
December 25, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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