Real Time Command Center Analyst (Workforce Management) - Officer

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

The Workforce Management Real Time Command Center Analyst is a developing officer-level role. As a TCC analyst, you will be the main point of contact for the back-end intraday management of Citi's multiple customer contact lines, leveraging on the multitude of tools and data available to you to analyze and provide staffing recommendations to deliver optimal and consistent day-of results.

Responsibilities:
As a Real-time Command Center Analyst, you will:

• Work closely with operations and other stakeholders to ensure optimal day-of staffing and deliver satisfactory and consistent key metric results.

• Enforce schedule adherence across all teams that are within your scope.

• Provide data-driven recommendations/adjustments to staffing, including (but not limited to) soliciting/cancelling overtimes, time offs, offline work, break and lunch optimizations, etc.

• Make real-time adjustments to telephone routing systems to effectively route calls to contingent lines; activate/deactivate IVR messaging based on call volume, holidays, or business hours.

• Provide interval and daily reporting on our key metrics to our stakeholders. Lead performance and touchpoint call to review the previous day's performance and day-of outlook. Address any questions and provide recommendations on how we can optimally run the day.

• Maintain a skilling matrix for each specific line of business; adequately update skills related to agent movements, new hires, or agent loans to ensure that they are receiving the appropriate calls during the correct times of the day.

• Be the point of contact for IT incidents that are affecting operations. Ensure that these incidents are escalated timely to the appropriate teams and that any possible risks and impacts to our KPIs are mitigated and communicated to stakeholders.

• Work closely with other workforce teams (schedulers, forecasters, capacity planners) to identify and communicate challenges and areas of improvement in the previous and current scheduling cycles.

• Use your expertise to provide ad hoc reports; find efficiencies in the way that we work through process optimization and simplification.

Requirements/Qualifications:

• 1-2 years relevant experiences

• Excellent communication skills

• Proactive and has the ability to make sound judgement based on real-time situations

• Analytical, with high attention to detail

• Candidates must be able to accommodate a shift-based schedule

• Monday to Friday: 3am to 12pm

• Saturday to Wednesday: 8pm to 6am

------------------------------------------------------

Job Family Group:

Technology

------------------------------------------------------

Job Family:

Infrastructure

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above.

------------------------------------------------------

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

------------------------------------------------------

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.