About CITI
Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We have 200+ years of experience helping our clients meet the world's toughest challenges and embrace its greatest opportunities.
About AIM:
Analytics and Information Management (AIM) is a global community that is driving data driven transformation across Citi in multiple functions with the objective to create actionable intelligence for our business leaders. We are a fast-growing organization working with Citi businesses and functions across the world.
What We do :
GWFO team supports capacity planning across the organization. The primary responsibility of the GWFO team is to forecast future demand (Inbound /Outbound Call Volume, back-office process volume, etc.) and the capacity required to fulfill the demand. It also includes forecasting short-term demand (daily/hourly) and scheduling the agent accordingly. The GWFO team is also responsible for collaborating with multiple stakeholders and coming up with optimal hiring plans to ensure adequate capacity as well as optimize the operational budget
Job Responsibilities:
The incumbent will be responsible for building , implementing and managing the short term and long term capacity plan across all functions
Promote a culture of data driven decision-making, influence stakeholders from different domains to adopt strategy driven by data and advanced analytics
Design and build short term and long-term Capacity plan
Build innovative strategies for optimal agent hiring and maximizing the ROI of the operational budget.
Participate in discussion with business partner to design and implement the long-term and short-term capacity plan
Lead efforts to develop and maintain model governance documentation and performance monitoring report
Mentor Junior team member
Foster a collaborative , open and agile delivery culture
Qualification/Required Skill Set :
The successful candidate should be both a self-starter and quick learner, have critical logical thinking capability, be able to work with minimal guidance and should have
University degree in Statistics, Economics, Computer Science or related discipline with 7+ years of relevant experience in Analytics
Excellent Stakeholder management skills
Have good interpersonal and communication skill, coupled with proven experience working in a matrixed structure
Experience in drafting model review document and working on model implementation
Good Problem solving, Structured Thinking, Root Cause Identification skills along with ability to work in unstructured area
Knowledge of building robust forecasting process using Time series Models
Relevant experience in transforming data sets and performing quantitative analysis using Python and PySpark
Working experience on Deep learning-based Time Series Model like LSTM etc.
Knowledge of different optimization techniques and algorithm (eg. Queue theory based algorithm)
Good presentation and Storyboarding skill
Excellent Project Management Skills
Good to have Skill :
Having Experience of using NICE and IBM PAW Tool
Working experience in Banking and Financial Service domain
Relevant experience in Operations Analytics
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Job Family Group:
Decision Management------------------------------------------------------
Job Family:
Specialized Analytics (Data Science/Computational Statistics)------------------------------------------------------
Time Type:
Full time------------------------------------------------------
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