rohq - gwfo - workforce Management scheduling and forecasting (officer/c10)Citigroup

Responsibilities:
Responsible for forecasting requirements at volume and staff level
Responsible for creating schedules for contact centers to include; inbound and outbound calls, contact center, traditional correspondence, and all digital channels (e.g. email, chat, and social media)
Responsible for monitoring and analyzing the contact centers' customer volume compared to staffing levels, both in real-time and historically
Apply knowledge and concepts of basic Algebra and Statistics to drive the decision making process associated with achieving service objectives and efficiency goals
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
Works cross-functionally to influence peers and Business Partners on decisions making that will influence 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.
Qualifications:
All Business Majors, BS in Mathematics or Statistics, or transferable skills to support this position
Previous Workforce Management and/or Contact Center experience is a plus, but not required
Excellent analytic, mathematical and trouble shooting skills with ability to work with large amounts of data to identify both short-term and long-term trends and patterns
Ability to lead through adverse circumstances and take ownership of expected and/or actual results
Excellent interpersonal skills with the ability to interact with others in a positive and encouraging manner
Proficient in MS Office software, including Word, Excel, and PowerPoint
Able to compose and manage SQL data queries and present data elements with visually quantitative messages
Excellent organizational skills and strong attention to detail with ability to prioritize and effectively manage competing demands for both time and attention in a fast-paced environment
Strong oral and written communication skills
Effectively prepare and present information to Senior Management and Business Partners
Ability to effectively influence others, including Senior Management and Business Partners
Proactively lead and oversee daily operations of assigned business projects
Make decisions that reflect company core principles; be accountable for and hold others accountable to standards
Knowledge of Call Management Systems (CMS) and automated scheduling software (NICE IEX)
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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.
Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. 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 .
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Citigroup

Taguig City, Metro Manila
Permanent
Full-time