Primary Location: United States,Texas,Irving
Other Location: United States,Florida,Jacksonville; United States,Tennessee,Gray
Education: High School Diploma/GED
Job Function: Operations - Core
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 10 % of the Time
Job ID: 19007807
Workforce Cap. Sr. Manager (C13)
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.
Lead and support a Team of Capacity Planners and Schedulers (up to 7) in long range and short term planning.
Provide oversight and support to Operations Management within this scope.
Design, deliver, and maintain on time and complex contact channel forecasting models and scheduling solutions with a high degree of quality and accuracy.
Apply comprehensive business expertise as a consultant providing ideas and driving solutions around strategic planning and business management.
Use excellent communication skills in order to influence wide range of stakeholders, including Finance, Front Office, Customer Centric solutions, Human Resources, Training, and Project Management.
Demonstrate strong judgment, integrity, and sensitivity to cultural diversity.
Frequently involved in matters that require solutions based on complex, analytical thought.
Deliver within stated expense and productivity targets.
Drive desired results and growth within direct Team.
Possess strong project management and interpersonal skills, make sound decisions, exhibit initiative and intuitive thinking and is often consulted for advice and opinions.
Serve as a SME throughout Business initiatives.
Provide input/recommendations to the respective budget and financial impacts to the organization.
Support both Site and Regional Directors by providing operational recommendations that consider both operational and financial impacts to the Business.
Minimum Education: BS/BA in related field or 5+ years related experience (Finance, Math, Economics)
Supervisory skills preferred, but not required.
Ability to work with minimal supervision in a fast-paced environment, to be able to prioritize work, set goals and complete work by designated deadlines; ability to work independently and lead a Team of individual contributors
Proven record of business improvements and delivering measurable results to the business; creative problem solver with ability to think beyond current state
Detail oriented with good organization and presentation skills; Ability to interact with all levels, including senior management, as a business partner with good verbal and written skills
Ability to build alliances, influence and negotiate to drive decisions; Positions oneself to be a partner to drive results along with the Business and Finance
Ability to project management simple to moderately complex business initiatives and demonstrate flexibility in this dynamic environment; Ability to close a deal or drive to a group decision
Strong team player to represent Workforce Management and communicate with team members to determine global solutions, crossing business boundaries and international constraints
Excellent technical skills; Databases: TM1, Access; Microsoft Suite products, Adobe, and exposure to internal software and reporting, such as GPR and eWFM, are a plus