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Workforce Cap Intermed Analyst

Job Req ID 21308848 Primary Location Texas; San Antonio, Texas; O'Fallon, Missouri; Kansas City, Missouri; Jacksonville, Florida; Meridian, Idaho; Florence, Kentucky; Gray, Tennessee; Irving, Texas; Tucson, Arizona; Florida; Boise, Idaho; Kansas; Taiwan; Tampa, Florida; Remote Job Category Operations - Core
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Workforce Cap Intermediate Analyst

Grade:  C11/Officer

Location:  This position will be a Telecommuter position.  The Telecommuter must reside in one of the following states: 

  • Arizona
  • Florida
  • Idaho
  • Kansas
  • Kentucky
  • Maryland
  • Missouri
  • New Mexico
  • North Carolina
  • South Dakota
  • Tennessee
  • Texas

The Workforce Cap Intermediate 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 sub-function/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
  • Bachelor’s/University degree or equivalent experience
  • Analytic, mathematical and trouble shooting skills.
  • Strong data analysis.
  • Workforce Management or call center experience preferred

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Job Family Group:

Operations - Core

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Job Family:

Workforce Capacity

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Time Type:

Full time

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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 the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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We foster a culture that embraces all individuals and encourages diverse perspectives, where you can make an impact and grow your career. At Citi, we value colleagues that demonstrate high professional standards, a strong sense of integrity and generosity, intellectual curiosity, and rigor. We recognize the importance of owning your career, with the commitment that if you do, we promise to meet you more than half way.

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