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Workforce Capacity Analyst
hace 2 meses
Citi is seeking a skilled Workforce Capacity Analyst to join our team. As a key member of our operations team, you will be responsible for analyzing and optimizing workforce capacity to meet business needs.
Key Responsibilities- Perform complex short and long-term capacity planning analysis to ensure business objectives are met.
- Conduct volume and staffing analysis to ensure call performance goals are achieved.
- Mentor junior analysts and provide guidance on workforce management best practices.
- Stay up-to-date with industry standards and practices, and monitor potential impacts of changes in policies.
- Collaborate with senior management to identify risks and opportunities, and develop strategies to mitigate risks and capitalize on opportunities.
- Determine COB routing for system failures, external factors, or telephony network failures.
- Provide short-term planning to forecast daily and interval volumes and productivity.
- Analyze current schedules and identify opportunities to create new processes that improve efficiency, coverage, and employee satisfaction.
- Manage schedule posting process.
- 2-5 years of relevant experience in workforce management or call center operations.
- Strong analytical, mathematical, and troubleshooting skills, with expertise in data analysis.
- Excellent communication and diplomacy skills, with the ability to exchange complex and sensitive information.
Bachelor's/University degree or equivalent experience.
This job description provides a high-level overview of the types of work performed. Other job-related duties may be assigned as required.
