Senior Capacity Planning 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

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.