Real Time Command Center Analyst

4 days ago

Taguig, National Capital Region, Philippines Citi Full time ₱900,000 - ₱1,200,000 per year

The
Workforce Management Real Time Command Center Analyst
is a developing officer-level role. As a TCC analyst, you will be the main point of contact for the back-end intraday management of Citi's multiple customer contact lines, leveraging on the multitude of tools and data available to you to analyze and provide staffing recommendations to deliver optimal and consistent day-of results.

Responsibilities:
As a Real-time Command Center Analyst, you will:

  • Work closely with operations and other stakeholders to ensure optimal day-of staffing and deliver satisfactory and consistent key metric results.
  • Enforce schedule adherence across all teams that are within your scope.
  • Provide data-driven recommendations/adjustments to staffing, including (but not limited to) soliciting/cancelling overtimes, time offs, offline work, break and lunch optimizations, etc.
  • Make real-time adjustments to telephone routing systems to effectively route calls to contingent lines; activate/deactivate IVR messaging based on call volume, holidays, or business hours.
  • Provide interval and daily reporting on our key metrics to our stakeholders. Lead performance and touchpoint call to review the previous day's performance and day-of outlook. Address any questions and provide recommendations on how we can optimally run the day.
  • Maintain a skilling matrix for each specific line of business; adequately update skills related to agent movements, new hires, or agent loans to ensure that they are receiving the appropriate calls during the correct times of the day.
  • Be the point of contact for IT incidents that are affecting operations. Ensure that these incidents are escalated timely to the appropriate teams and that any possible risks and impacts to our KPIs are mitigated and communicated to stakeholders.
  • Work closely with other workforce teams (schedulers, forecasters, capacity planners) to identify and communicate challenges and areas of improvement in the previous and current scheduling cycles.
  • Use your expertise to provide ad hoc reports; find efficiencies in the way that we work through process optimization and simplification.

Requirements/Qualifications:

  • 1-2 years relevant experiences
  • Excellent communication skills
  • Proactive and has the ability to make sound judgement based on real-time situations
  • Analytical, with high attention to detail
  • Candidates must be able to accommodate a shift-based schedule
  • Monday to Friday: 3am to 12pm
  • Saturday to Wednesday: 8pm to 6am

Job Family Group:
Technology


Job Family:
Infrastructure


Time Type:
Full time


Most Relevant Skills
Please see the requirements listed above.


Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.


Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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 Citi's EEO Policy Statement and the Know Your Rights poster.

  • Real Time Command Center Analyst

    4 days ago

    Taguig, National Capital Region, Philippines Citi Full time ₱900,000 - ₱1,200,000 per year

    The Workforce Management Real Time Command Center Analyst is a developing officer-level role. As a TCC analyst, you will be the main point of contact for the back-end intraday management of Citi's multiple customer contact lines, leveraging on the multitude of tools and data available to you to analyze and provide staffing recommendations to deliver optimal...

  • Real Time Command Center Analyst

    4 days ago

    Taguig, National Capital Region, Philippines Citi Full time $60,000 - $80,000 per year

    The Workforce Management Real Time Command Center Analyst is a developing officer-level role. As a TCC analyst, you will be the main point of contact for the back-end intraday management of Citi's multiple customer contact lines, leveraging on the multitude of tools and data available to you to analyze and provide staffing recommendations to deliver optimal...

  • Command Center Shift Manager

    4 days ago

    Taguig, National Capital Region, Philippines Ascendion Full time ₱600,000 - ₱1,000,000 per year

    We are looking for hands-on, assertive, and technically skilled Incident Managers with at least 3 years of NOC/SOC experience to join our Command Center team. This role requires individuals with a strict and proactive approach, who can confidently lead shift operations, resolve incidents in real-time, and manage NOC and Compute environments effectively....

  • Urgent Hiring Workforce Management Real Time Analyst

    4 days ago

    Taguig, National Capital Region, Philippines Teleperformance Full time ₱1,200,000 - ₱1,800,000 per year

    Teleperformance, a global leader in customer experience management, is seeking a talented and experienced Workforce Management Real Time Analyst to join our dynamic team in Taguig City, Metro Manila. As a Workforce Management Real Time Analyst, you will play a crucial role in optimizing staffing levels and ensuring exceptional customer service delivery...

  • WFM Real Time Analyst

    9 hours ago

    Taguig, National Capital Region, Philippines Access Healthcare Full time ₱360,000 - ₱420,000 per year

    The Workforce Analyst is a pivotal role in ensuring the business optimizes its manpower to meet client deliverables efficiently. This role will focus on forecasting staffing needs, analyzing real-time workload and volume trends, and ensuring scheduling and intraday management processes meet both employee and business needs.Key Responsibilities:Forecasting...

  • Real Time Analyst

    4 days ago

    Taguig, National Capital Region, Philippines Manpower Outsourcing Services, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    Qualifications:Experience using BI tool such as Looker and SalesforceSQL experience a plusExperience meeting with and presenting information to senior leadership.Within an expert level in GSheetStrong analytical and problem solving skillsMinimum of 3 year of relevant experience in Workforce Management / OperationsExpertise in real-time management, reporting...

  • Real time Analyst

    4 days ago

    Taguig, National Capital Region, Philippines eTeam Full time ₱900,000 - ₱1,200,000 per year

    on site taguigWork set up: on site / night shift scheduleContractual 6 monthsNice to haves:- Experience using BI tool such as Looker and Salesforce- SQL experience a plus- Experience meeting with and presenting information to senior leadership.Job Description:Ensure that Coinbase's Customer Experience teams meet all of our SLAs in responding to our customers...

  • Lead - Real Time Analyst

    4 weeks ago

    Taguig, National Capital Region, Philippines Sutherland Global Full time

    Company Description:We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive...

  • Lead-Real Time Analyst

    4 weeks ago

    Taguig, National Capital Region, Philippines Sutherland Full time

    Company DescriptionWe are One Sutherland— a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work...

  • Senior Workforce Management Analyst

    2 days ago

    Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱1,200,000 - ₱2,400,000 per year

    TASQ is looking for a Senior Workforce Management Analyst to work on-site in Taguig.The screening interview will be done over-the-phone, so please keep your line open. The rest of the process will be done on site.A.EDUCATION AND EXPERIENCE PREFERENCESHigh School Diploma or its equivalentWFM Experience PreferredMS Excel KnowledgeReporting and Analysis...