Citi ROHQ - GWFM - Workforce Capacity Analyst in Philippines
Primary Location: Philippines,Central Luzon,Manila
Other Location: Asia Pacific
Education: Bachelor's Degree
Job Function: Operations - Core
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 18049656
Global Consumer Operations Strategy provides critical Analytics and Reporting, Workforce Management and Transformation leadership to all Lines of Business and Regions within Citi’s Global Consumer Bank. The Global Strategy team drives value for our partners in Operations by delivering proactive analytics on customer behavior in our servicing channels, identifying transformational opportunities and ensuring operations efficiently meets customer service commitments.
The Workforce Analyst is responsible for monitoring and analyzing the contact centers’ customer volume compared to staffing levels, both in real-time and historically. The analyst will apply knowledge and concepts of basic Algebra and Statistics to drive the decision making process associated with achieving service objectives and efficiency goals.
The role supports all aspects of Citi’s global contact centers to include; inbound and outbound calls, back office, traditional correspondence, and all digital channels (e.g. email, chat, and social media). The analyst will interact with leaders from operations and the broader Workforce Optimization organization with a focus on Long and Short Term Planning to ensure an optimal staffing strategy is in place while balancing quality, customer demand and Citi’s financial objectives.
The Workforce Analyst works cross-functionally to influence peers and Business Partners on decisions that impact the contact center’s performance. This includes, but is not limited to; resolving system outages by engaging the appropriate technology and operational parties, collaborating to develop process enhancements, and real-time strategy management triage when critical service goals are at risk.
All Business Majors, BS in Mathematics or Statistics, or transferable skills to support this position
Previous Workforce Management and/or Contact Center experience is a plus, but not required
Excellent analytic, mathematical and trouble shooting skills with ability to work with large amounts of data to identify both short-term and long-term trends and patterns
Ability to lead through adverse circumstances and take ownership of expected and/or actual results
Excellent interpersonal skills with the ability to interact with others in a positive and encouraging manner
Proficient in MS Office software, including Word, Excel, and PowerPoint
Excellent organizational skills and strong attention to detail with ability to prioritize and effectively manage competing demands for both time and attention in a fast-paced environment
Strong oral and written communication skills
Effectively prepare and present information to Senior Management and Business Partners
Ability to effectively influence others, including Senior Management and Business Partners
Proactively lead and oversee daily operations of assigned business projects
Make decisions that reflect company core principles; be accountable for and hold others accountable to standards