Operational Support Lead Analyst

Additional Information
Current Job Description: The Operations Support Lead Analyst (C13) – Relationship Manager primary responsibility for Long-Term Capacity Planning. This position is a senior, highly analytical role within Citi's Global Workforce Optimization (GWFO) organization. This position serves as the subject matter expert and strategic architect responsible for establishing, governing, and defending end-to-end multi-year capacity planning models, financial budget staffing baselines, and regularly updated capacity cycles across enterprise contact centers and back-office operational functions.
This role directly drives scientific workload-to-labor translations—integrating net volume demand drivers, channel-specific Average Handle Times (AHT), throughputs, multi-skill concurrency, target occupancy engineering, and total shrinkage netting. The Lead Analyst is a Relationship Manager that partners directly with Functional Heads, Finance & FP&A, Site Strategy, and Analytics & Information Management (AIM) to deliver defensible headcount requirements and optimize captive versus third-party vendor allocations.
Current Responsibilities:
1. Long-Term Capacity Modeling & Budgeting
Multi-Year Planning: Build and maintain rolling month capacity models across business lines, incorporating growth, digital deflection, product launches, and regulatory changes.
Budgeting & Headcount: Convert business volume forecasts and budget targets into detailed FTE requirements and hiring/training schedules for the annual financial plan.
Workload Translation: Translate incoming volume and inventory into productive hours and required headcount using AHT, throughput rates, and target occupancy.
Shrinkage Analysis: Track paid leave, unplanned absences, and off-queue activities (training, coaching) to establish accurate gross-to-net staffing multipliers.
2. Planning Cycles & Workbench (PAW) Governance
Planning Cycle Execution: Lead monthly and quarterly planning cycles in PAW, including data ingestion, actualization, headcount reconciliation, and driver updates.
Performance & Baseline Validation: Review historical performance monthly to validate Desktop Analytics (DTA) data, analyze forecast variances (Volume, AHT, Shrinkage), and lock baselines.
Sourcing Strategy: Model resource allocation between internal capability centers (e.g., CSIPL) and external vendors, aligning vendor hours with captive FTE.
Ramp & Attrition Management: Factor learning curves, nesting efficiency, and attrition lead times into models to protect operational stability.
3. Stakeholder Leadership & Cross-Functional Partnership
Executive Reviews & Approvals: Present capacity models to Operations Leadership, Managing Directors, and Finance to secure formal sign-offs.
Scenario Analysis: Run "what-if" simulations to assess the operational impact of policy updates, channel shifts, process changes, and site consolidations.
Analytics Alignment: Partner with AIM/Analytics teams to evaluate forecasting baselines (ML and time-series models) and integrate new data pipelines.
Cross-Functional Coordination: Bridge long-term staffing requirements with Scheduling, Real-Time Command Center, Talent Acquisition, and Finance.
4. Tool Modernization & Process Optimization
WFM Tools Optimization: Utilize and enhance planning systems, including PAW, NICE WFM, Verint/Aspect, GWFO Edge (Tableau), and Python/SQL routines.
Process Standardization: Maintain Desktop Procedures (DTPs) and control documentation to ensure audit-readiness and operational consistency.
Digital Transformation: Serve as planning SME for next-gen workforce platforms (e.g., OMAI / Headcount.AI), assisting with business requirements, UAT, and rollout.
5. Risk Management, Governance & Controls
Policy Compliance: Ensure all models, assumptions, and data sources comply with internal Risk, Compliance, and Model Risk Management standards.
Audit Trails: Maintain organized records of quarterly sign-offs, meeting minutes, and driver modifications in designated control repositories.
Risk Escalation: Identify and escalate capacity bottlenecks, single points of failure, or control gaps with full transparency.
Current Qualifications:
Experience & Domain Expertise
6–10+ years of progressive experience in Workforce Management (WFM), Long-Term Capacity Planning, Strategic Workforce Planning, or Operational Analytics within a large-scale, complex multi-site operations or global financial services environment. Preferred or relevant experience in forecasting and planning.
Deep mastery of contact center and back-office capacity planning mathematics, including Erlang C formulas, multi-skill routing, concurrency modeling, shrinkage netting, and throughput calculations.
Demonstrated track record managing both captive insourced teams and third-party outsourced vendor models (including ACD billable hour versus loaded FTE translation).
Technical & Analytical Skills
WFM & Planning Platforms: Advanced proficiency with enterprise WFM systems (NICE WFM, Verint/Aspect WFM, GMT Planet) and dedicated capacity planning engines (PAW or equivalent).
Advanced Data Analysis: Expert-level Microsoft Excel (advanced modeling, dynamic arrays, VBA/macros); proficiency with business intelligence and query tools (Tableau/GWFO Edge, SQL, Python, or NDE data extraction).
Process Documentation: Experience utilizing structured knowledge repositories and process mapping tools (e.g., How2, MS Visio, Confluence).
Leadership, Communication & Governance
Executive Presence: Ability to present complex quantitative models clearly and persuasively to senior leadership (Managing Directors, Functional Heads, Finance Directors).
Autonomy & Judgment: Demonstrated ability to operate with independence, exercise sound judgment under ambiguity, and manage competing operational priorities.
Risk & Controls Mindset: Strong understanding of operational risk, internal controls, model governance, and formal management attestation frameworks.
Education:
Bachelor’s Degree / University Degree in Operations Research, Industrial Engineering, Statistics, Mathematics, Data Analytics, Finance, Business Administration, or equivalent quantitative field.
Master’s Degree (MBA / MS in Analytics, Engineering, or Finance) highly preferred.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group: Operations - Core
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Job Family:Operations Support
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Time Type:Full time
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