Real Time Command Center Analyst

4 weeks ago

Taguig, Philippines Citi Full time

Real Time Command Center Analyst (Workforce Management) - Officer

Citi, Taguig, National Capital Region, Philippines

Overview

The Workforce Management Real Time Command Center Analyst is an developing officer-level role. You will be the main point of contact for the back-end intraday management of Citi's multiple customer contact lines, analyzing data and providing staffing recommendations to deliver optimal day-of results.

Responsibilities
  • Work closely with operations and stakeholders to ensure optimal day-of staffing and deliver consistent key metric results.
  • Enforce schedule adherence across teams within scope.
  • Provide data-driven staffing recommendations, including adjustments to overtime, time off, offline work, and break/lunch optimization.
  • Make real-time adjustments to telephone routing systems to route calls to contingency lines; manage IVR messaging based on call volume, holidays, or business hours.
  • Provide interval and daily reporting on key metrics to stakeholders; lead reviews of previous day performance and day-of outlook; respond to questions with recommendations for optimal operations.
  • Maintain a skilling matrix for each line of business; update agent movements, new hires, or loans to ensure appropriate call distribution.
  • Act as IT incident contact to escalate issues and communicate risks/impacts to KPIs to stakeholders.
  • Collaborate with schedulers, forecasters, and capacity planners to identify challenges and improvement areas.
  • Produce ad hoc reports and identify process optimization opportunities.
Qualifications
  • 1-2 years of relevant experience
  • Excellent communication skills
  • Proactive with sound judgment in real-time situations
  • Analytical with high attention to detail
  • Ability to work a shift-based schedule
  • Monday to Friday: 3am–12pm; Saturday to Wednesday: 8pm–6am
Job Details
  • Employment type: Full-time
  • Seniority level: Not Applicable
  • Job function: Project Management and Information Technology
  • Industries: Banking, Financial Services, and Investment Banking

Note: Citi is an equal opportunity employer. Qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

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