ROHQ - GWFO - Workforce Capacity Intermediate Analyst (Officer/C11)

The Workforce Cap Intermed Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:

• Independently Performs complex short and long term capacity planning analysis that have potentially broader business impact.
• Performs complex volume and staffing analysis to ensure call performance goals are met.
• May mentor lower level analysts.
• Maintains working knowledge of business/industry standards and practices.
• Monitors potential impacts changes in policies.
• Performs monthly Risks/Opportunities assessment with senior management within business function.
• Determines COB routing for system failures, external factors or telephony network failures.
• May provide short-term planning to forecast daily and interval volumes and productivity.
• Analyzes current schedules and seek opportunities within scheduling to create new processes, which will improve efficiency, coverage, and employee satisfaction.
• Manages schedule posting process.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-5 years relevant experience
• analytic, mathematical, and trouble shooting skills. Data analysis.
• Workforce management or call center experience

Education:

• Bachelor’s/University degree or equivalent experience

#hybrid

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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