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.
term and long-term trends and patterns