Operational Support Lead Analyst

Citi; Jacksonville (FL); On-site; USD 93,000 - 140,000; Full time

Job summary

Citi in Jacksonville, FL seeks an Operations Support Lead Analyst for long-term capacity planning within the Global Workforce Optimization (GWFO) team. This senior role builds end-to-end capacity models, anchors headcount baselines, and drives multi-year planning across enterprise centers.

You will integrate demand drivers, AHT, throughputs, and multi-skill concurrency to forecast staffing requirements, partner with Finance and Site Strategy, and present insights to senior leadership.

Qualifications

• 6–10+ years in WFM or capacity planning in large operations
• Deep mastery of capacity planning math including Erlang C, multi-skill routing, concurrency
• Experience in managing captive and outsourced vendor models

Responsibilities

• Long-Term Capacity Modeling & Budgeting for multi-year cycles.
• Build and maintain rolling capacity models across business lines.
• Convert forecasts into detailed FTE requirements and schedules.
• Translate volume and inventory into productive hours and headcount.
• Track shrinkage and maintain staffing multipliers.
• Lead planning cycles in PAW and ensure data integrity.
• Review historical performance to validate forecasts and baselines.
• Model resource allocation between internal centers and external vendors.

Skills

WFM systems

Advanced Excel

BI tools

Executive communication

Education

Bachelor’s Degree in quantitative field

Master’s Degree preferred

Tools

NICE WFM

Verint/Aspect WFM

GMT Planet

PAW

Tableau

SQL

Python

Job description

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

• 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.
• 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.
• 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.
• 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.
• 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 elevate 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.

Job Family Group

Operations - Core

Job Family

Operations Support

Time Type

Full time

Primary Location

Jacksonville Florida United States

Primary Location Full Time Salary Range

$93,440.00 - $140,160.00