Real Time Command Center Analyst, Citi

Citi

Location:
Philippines, City of Taguig

Category:
Call Center

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

The Workforce Management Real Time Command Center Analyst is a developing officer-level role. As a TCC analyst, you will be the main point of contact for the back-end intraday management of Citi's multiple customer contact lines, leveraging on the multitude of tools and data available to you 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 that are within your scope
Provide data-driven recommendations/adjustments to staffing
Make real-time adjustments to telephone routing systems
Provide interval and daily reporting on our key metrics to our stakeholders
Lead performance and touchpoint call to review the previous day's performance
Maintain a skilling matrix for each specific line of business
Be the point of contact for IT incidents that are affecting operations
Work closely with other workforce teams
Use your expertise to provide ad hoc reports
find efficiencies in the way that we work through process optimization and simplification

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

View All Jobs In This Company

Job Link Share:

Welcome to CrawlJobs.com –
Your Global Job Discovery Platform

At CrawlJobs.com, we simplify finding your next career opportunity by bringing job listings directly to you from all corners of the web. Using cutting-edge AI and web-crawling technologies, we gather and curate job offers from various sources across the globe, ensuring you have access to the most up-to-date job listings in one place.

Real Time Command Center Analyst