Workforce Management Lead
Barclays - Newark, NJ

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Headquartered in Wilmington, Del., Barclaycard US creates customized, co-branded credit card programs for some of the country's most successful travel, entertainment, retail, affinity and financial institutions. The business employs 1,300 associates.

Barclaycard, part of Barclays Global Retail Banking division, is a leading global payment business that helps consumers, retailers and businesses to make and accept payments flexibly, and to access short-term credit when needed.

The company is one of the pioneers of new forms of payments, and is at the forefront of developing viable contactless and mobile payment options for today and cutting edge forms of payment for the future. It also issues credit and charge cards to corporate customers and the British Government. Barclaycard partners with a wide range of organizations across the globe to offer their customers or members payment options and credit.

Barclaycard operates in the United States, Europe, Africa and the Middle and Far East.

This position this responsible for the service delivery of multiple lines of business, at an interval, daily, weekly and monthly level. Manage a team that includes real time management, forecasting and accrual/ invoice verification processes.

Key Objectives (95%):
Understand and report on key business metrics; use information to spear head continuous improvements across the organization

Review internal and supplier staffing requirements needed to achieve targets

Ensure internal and external customer satisfaction through efficient, effective servicing, deepening relationships and customer advocacy

Develop and provide reporting to management regarding call center performance

Demonstrated experience and ability to manage multiple task

Demonstrated ability to provide support for a 24 by 7 operation, 365 days a year

Control Objective (5%):
Understand the appropriate Policies & Standards applicable to my role through reading the Code of Conduct and other training allocated to me. Where responsible for risks and controls ensure that these are appropriate and fit for purpose.

All mandatory training completed to deadline and understood within given timescales.

Where applicable, all key risks identified, tracked, logged and managed as per the Risk Framework procedures

Where applicable, all key controls to have identified owners, with audit trail of regular review and maintenance together with supporting records.

Where applicable, all risk events (incidents) or control failures to be escalated, investigated, reported and fixed at root cause to prevent reoccurrence


Bachelor's or Master's degree, with concentration in Business, Finance, Operations or MIS preferred

Minimum 2 years of Management experience in a call center environment with Operations/ Workforce Management experience a plus

Superior interpersonal and leadership skills with proven ability to develop and motivate employees to exceed performance standards

Strong analytical skills

Strong oral and written communication skills including grammatical and proofreading skills

Works well in a fast-paced environment with a keen attention to detail

Strong communication and interpersonal skills are required with the ability to communicate effectively with technical and non-technical people

Strong Knowledge in Avaya CMS

Strong PC skills including MS Office

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