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Career Opportunity

Workforce Capacity Sr. Analyst (Command Center Project Manager)

  • Primary Location: United States,Texas,Irving
  • Other Location: United States,Florida,Jacksonville; United States,Missouri,Kansas City; United States,Kentucky,Florence; United States,South Carolina,Fort Mill
  • Education: High School Diploma/GED
  • Job Function: Operations
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 18076148


Workforce Capacity Sr. Analyst (Command Center Project Manager)

Citi’s Global Workforce Optimization is an organization designed to optimize people, processes and technology.  Our mission is to partner with Citi businesses globally to improve the customer experience, increase revenue, achieve service objectives and maximize efficiency.

    • This role will work directly with the business and GWFO to determine the best routing strategies to include IVR, ICM and M3
    • Responsible for Statement of Work submissions and follow-up for routing, GVO, and IVR
    • Deal with and solve complex and variable issues with significant cross department / cross business impact both independently and as part of a team
    • Make recommendations and work directly with GVO and Routing to build, design, and map M3 and Routing scripts
    • Required to troubleshoot numerous systems which include, but are not limited to, IVR, M3, CMS, TDD, Auto Agent, and ANI Display
    • Maintains and supplies Toll Free Number reporting and Toll Free Number list for Collections
    • Responsible for all Inbound changes within the UIP infrastructure
    • Performs in-depth Audits of routing for all cards and non-cards groups. This includes building reporting to determine any differences between actual routing and designs as well as M3 maintenance where applicable
    • Perform in-depth analyses to identify trends and make recommendations that have potential to improve long-term processes and performance beyond current interval/day/week.
    • Responsible for supplying command center with all ICM changes needed for holiday support
    • The role supports all aspects of Citi’s global contact channels to include; inbound and outbound calls, back office, traditional correspondence, and all digital channels (e.g. email, chat, and social media). 
    • The role 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 strategy is in place while balancing quality, customer demand and Citi’s financial objectives.

This position may be potentially located in another location/state that those listed above and may have work from home opportunity.


  • BS in Mathematics, Statistics or Business preferred or transferable/equivalent skills to support this position.
  • Ability to work with limited to no supervision in a fast-paced environment, to be able to prioritize work, set goals and complete work by designated deadlines; ability to work independently and as part of a team.
  • Ability to analyze data trends for operational risk and efficiencies; prepare a concise presentation of findings and recommendations to share with business partners. Understanding of financial cost impacts to compliment and strengthen business recommendations a must
  • Proven record of business improvements and delivering measurable results to the business; creative problem solver with ability to think beyond the current state; takes ownership and is accountable for expected and actual results
  • Detail oriented with good organizational and presentation skills; Ability to interact with all levels, including senior management, as a business partner with good verbal and written skills
  • Ability to build alliances, influence and negotiate to drive decisions;  Positions oneself to be a partner to drive results
  • Ability to project manage moderately complex business initiatives and demonstrate flexibility in this dynamic environment;  Ability to close a deal or drive to a group decision
  • Strong team player to represent GWFO and communicate with team members and business owners to determine global solutions, crossing business boundaries
  • Excellent technical skills: 
    • Database:  TM1, Access, SQL
    • Aspect: UIP, AIC, and ALM
    • Microsoft Suite products
    • IVR, ICM and M3 Designer