The workforce cap intermed 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 subfunction/ 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.
*qualifications*:
- 2-5 years relevant experience
- analytic, mathematical, and trouble shooting skills. Data analysis.
- workforce management or call center experience
*education*:
- bachelor’s/university degree or equivalent experience
this job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
- dominio de español, inglés de preferencia.
- experiência laboral: más de 3 años de experiência relacionada con workforce management, matemáticas, finanzas
- capacidad para trabajar con supervisión mínima en un entorno acelerado, para poder priorizar el trabajo dentro de los plazos designados; capacidad para trabajar de forma independiente y habilidades fuertes para trabajar como socio.
- capacidad para preparar una presentación concisa de los hallazgos y recomendaciones para compartir con los directores. Comprensión de los impactos de los costos financieros para complementar y fortalecer las recomendaciones de negocios de cada grupo y la estrategia de país (interna y de proveedores).
- capacidad para construir alianzas, influir y negociar para impulsar decisiones; se posiciona para ser un socio para impulsar los resultados junto con el negocio y finanzas.
- detalle orientado con buenas habilidades de organización y presentación; capacidad para interactuar con todos los níveles, incluida la administración senior, como socio comercial con buenas habilidades verbales y escritas.
- capacidad para proyectar iniciativas de negocios simples a moderadamente complejas y demostrar flexibilidad en este entorno dinámico; capacidad para cerrar un trato o conducir a una decisión de grupo
- excelentes habilidades técnicas; bases de datos: sas, teradata, tableau ; los productos microsoft suite, adobe, excel avanzado; manejo de lenguaje python.
*educación*:
- licenciatura terminada (actuario, economista, matemático, ingeniero sistemas)
- *job family group*:
operations - core
- *job family*:
workforce capacity
- *time type*:
full time
- 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.
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view the *eeo policy statement*.
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