ALY-041 | Workforce Capacity Sr. Manager – Command Center

ALY-041 | Workforce Capacity Sr. Manager – Command Center

17 mar
|
Citi
|
Metepec

17 mar

Citi

Metepec

Citi’s Global Workforce Optimization is an organization designed to optimize people, processes and technology. Our mission is to partner with Citi businesses globally to improve the customer experience, increase revenue, achieve service objectives and maximize efficiency.



The Command Center Sr. Manager is responsible for setting and driving strategy through the management of the Command Center. Responsible for managing one or more teams of real time monitoring analysts supporting multiple businesses within Consumer Operations and fosters a positive working environment to develop a cohesive team atmosphere. Participates in senior management meetings and acts as seasoned professional in own area of workforce management.

Assumes shared responsibility for budgets and planning. Applies in-depth disciplinary knowledge of concepts and procedures within own area, as well as a working understanding of other Workforce Management areas, to resolve complicated and unique issues. Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals. Directly impacts the area through shared responsibility for delivery of end results and contribution to planning, budget management and formulation of procedures; influences resource planning. Persuades and influences others through strong communication and diplomacy skills and may negotiate with external parties. Builds and manages relationships with key business partners to execute strategy and deliver results.



The role supports the on-going development of Citi’s global contact channels to include; inbound and outbound calls, back office, traditional correspondence, and all digital channels (e.g. email, chat, and social media). Recommends and implements process improvements to continually increase team / department performance. Maintains appropriate staffing requirements to meet operational needs. Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions. Responsible for coaching and developing lower level professionals within the Command Center.



Qualifications



- Current and / or previous management experience within Workforce Management or Operations preferred



- Ability to work in a fast-paced environment, to be able to prioritize work, manage multiple tasks, set goals and complete work by designated deadlines; ability to work independently



- Professional demeanor, detail oriented, strong written and verbal communication skills and ability to conceptualize complex business situations



- BA/BS in related field or 5+ years of related experience; WFM or Call Center experience, including understanding of Citi products, major functionality and drivers of the business



- Exceptional analytical and problem solving skills; organized management of work and workload to meet specified timelines



- Professional attitude in working with all levels within the organization; especially adept at managing relationships with Operations Sr. Management



- Proven expertise in resource and financial planning and analysis based on variance results; Project management skills required



- Strong team player to represent Workforce Management and communicate with team members to determine global solutions, crossing business boundaries and international constraints



- Strong Microsoft Suite skills, database applications, analytical thinking and ability to learn new technical applications quickly



- Knowledge of call center management systems (Genesys, Avaya) and scheduling and forecast software (Aspect eWFM, Nice Workforce)



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Job Family Group:



Operations - Core



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Job Family:



Workforce Capacity



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Time Type:



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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 Accessibility at Citi.



View the "EEO is the Law" poster. View the EEO is the Law Supplement.



View the EEO Policy Statement.



View the Pay Transparency Posting

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