WFM Scheduling Analyst

Job description

Role Title: WFM Scheduling Analyst - 10 Month Maternity Cover

Business: Retail Banking and Wealth Management

New or Existing Role: Existing

Grade: GCB7

Role Purpose

· The role holder will report to the WFM Scheduling Manager and support the ongoing workforce scheduling governance to optimise operational management of staffing for contact centres including change management, contributing to effective resource deployment.

· The role holder will have direct responsibility for specific areas and items such as supporting efficient use of staff scheduling to provide trained call centre resource for RTP projects, and supplementary initiatives ensuring customer service levels are maintained at target levels.

Key Accountabilities

Impact on Business

· Planning of contact centre resources and support functions.

· Management of contact centre resources aligned to Group Standard Service Levels by Proposition (as per the Target Operating Model).

· Management of the Aspect eWFM and Genesys WFM systems, ensuring accuracy and relevance to front line and central team demands.

Customers / Stakeholders

· Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict.

· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

Leadership & Teamwork

· Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected. Their contribution is often as a technical/professional specialist in their field.

· Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.

· Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role.

· Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.

Operational Effectiveness & Control

· Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected. Their contribution is often as a technical/professional specialist in their field.

· Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.

· Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.

· Continuously monitor and gather information to assess potential impacts and identify possible risks and opportunities for the business.

· Apply policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.

Observation of Internal Controls

· The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.

· The term ‘compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

· The following statement is only for roles with managerial or specific Compliance responsibilities

· The jobholder will implement measures to contain compliance risk across the business area. This will be achieved by liaising with Compliance department about business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Local Job Requirements

· Develop, produce and manage inputs and outputs to the Workforce Management (eWFM/WFM) tools and be aware of impacts to the team forecasting models

· Represent Workforce Management within the wider HSBC community to ensure strong resource planning practices are maintained and contacts are effectively managed within targets and with available resource

· Support the business in the delivery of relevant and accurate contact volume/FTE forecasts for business needs which facilitate maximum customer service, enabling stakeholders to make well informed decisions to help achieve service levels

· Fulfilment of effective working pattern reviews

· Data manipulation in the analysis and understanding both the issues and successes of service level performance whilst providing excellent communication of relevant issues, successes and solutions to the relevant stakeholders and sites

· Continually update and ensure relevance and accuracy of the issued forecast and underlying process

· Provide support to assist the successful implementation of new initiatives and in supporting business initiatives

Desired profile

Qualifications :

· An understanding of call centre operations and the methods of forecasting

· An understanding of call centre routing technologies and planning methodologies

· Managing resources to achieve project objectives

· Experience of using relevant software packages, i.e. Microsoft Word, Excel, Access, eWFM/WFM and PowerPoint skills to an intermediate level

· A flexible and adaptable approach to change and will support others to respond in a similar way

· Achieved targets and met expectations whilst supporting and encouraging others to do the same

· Self-awareness with confidence to work independently and take responsibility for own development

· Spoken and written communication skills with experience of sharing information effectively, in a clear, concise and professional manner

· Although standard core hours are operated, there will be a requirement to sometimes work outside of these, and also to occasionally undertake travel.

·  In addition to the details listed above, a structured approach to planning, problem solving and analytical thinking is required. They will be effective and capable communicators with confidence to manage within a senior management forum, be a participative team player and able to work individually with limited supervision.
·  Role locations will be either Leeds (Stourton), or Edinburgh (Regus West Point)

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies

We are an equal opportunity employer and are committed to creating a diverse environment.

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