Operational Support Lead Analyst

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), through puts, 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.

• 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…