Real Time Command Center Analyst, Citi

Real Time Command Center Analyst

Citi

Location:
Philippines, City of Taguig

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Workforce Management Real Time Command Center Analyst is a developing officer-level role responsible for back-end intraday management of Citi's multiple customer contact lines, leveraging tools and data to analyze and provide staffing recommendations to deliver optimal and consistent day-of results.

Job Responsibility:

Work closely with operations and other stakeholders to ensure optimal day-of staffing
Enforce schedule adherence across all teams
Provide data-driven recommendations/adjustments to staffing
Make real-time adjustments to telephone routing systems
Provide interval and daily reporting on key metrics
Maintain a skilling matrix for each specific line of business
Be the point of contact for IT incidents affecting operations
Work closely with other workforce teams
Provide ad hoc reports and find efficiencies through process optimization

Requirements:

1-2 years relevant experiences
Excellent communication skills
Proactive and has the ability to make sound judgement based on real-time situations
Analytical, with high attention to detail
Candidates must be able to accommodate a shift-based schedule

Additional Information:

Job Posted:
September 04, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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