Operational Support Lead Analyst

Citi•Johnson City, TN

1d•$93,440 - $140,160

About The Position

The Operations Support Lead Analyst (C13) – Relationship Manager is a senior, highly analytical role within Citi’s Global Workforce Optimization (GWFO) organization. The position serves as the subject matter expert and strategic architect for end-to-end, multi-year capacity planning models, financial budget staffing baselines, and recurring capacity-planning cycles across enterprise contact centers and back-office operations. The role translates workload into labor requirements by integrating demand volumes, channel-specific Average Handle Times (AHT), throughput, multi-skill concurrency, target occupancy, and shrinkage. As a Relationship Manager, the Lead Analyst partners with Functional Heads, Finance and FP&A, Site Strategy, and Analytics & Information Management (AIM) to establish defensible headcount requirements and optimize captive versus third-party vendor allocations. The position leads planning cycles and governance, develops and validates models and assumptions, presents scenarios and recommendations to leadership, and supports modernization of workforce planning tools and processes. It also maintains audit-ready documentation and ensures planning models, data sources, and assumptions meet internal risk, compliance, and model-governance standards.

Requirements

6–10+ years of progressive experience in Workforce Management, long-term capacity planning, strategic workforce planning, or operational analytics within a large-scale, complex multi-site operations or global financial services environment.
Deep knowledge of contact center and back-office capacity planning mathematics, including Erlang C formulas, multi-skill routing, concurrency modeling, shrinkage netting, and throughput calculations.
Demonstrated experience managing captive insourced teams and third-party outsourced vendor models, including translating ACD billable hours into loaded FTE.
Advanced proficiency with enterprise WFM systems such as NICE WFM, Verint/Aspect WFM, or GMT Planet, and dedicated capacity-planning engines such as PAW or equivalent.
Expert-level Microsoft Excel skills, including advanced modeling, dynamic arrays, and VBA/macros.
Proficiency with business intelligence and query tools such as Tableau/GWFO Edge, SQL, Python, or NDE data extraction.
Experience using structured knowledge repositories and process-mapping tools such as How2, MS Visio, or Confluence.
Ability to present complex quantitative models clearly and persuasively to senior leadership, including Managing Directors, Functional Heads, and Finance Directors.
Ability to work independently, exercise sound judgment under ambiguity, and manage competing operational priorities.
Strong understanding of operational risk, internal controls, model governance, and formal management attestation frameworks.
Bachelor’s degree or university degree in Operations Research, Industrial Engineering, Statistics, Mathematics, Data Analytics, Finance, Business Administration, or an equivalent quantitative field.

Nice To Haves

Relevant experience in forecasting and planning.
Master’s degree (MBA or MS in Analytics, Engineering, or Finance).

Responsibilities

Build and maintain rolling, multi-year monthly capacity models across business lines, incorporating growth, digital deflection, product launches, and regulatory changes.
Translate business volume forecasts and budget targets into FTE requirements and hiring and training schedules for the annual financial plan.
Convert incoming volume and inventory into productive hours and required headcount using AHT, throughput rates, and target occupancy.
Track paid leave, unplanned absences, and off-queue activities to establish gross-to-net staffing multipliers.
Lead monthly and quarterly planning cycles in PAW, including data ingestion, actualization, headcount reconciliation, and driver updates.
Review historical performance, validate Desktop Analytics (DTA) data, analyze volume, AHT, and shrinkage forecast variances, and lock baselines.
Model resource allocation between internal capability centers and external vendors, aligning vendor hours with captive FTE.
Account for learning curves, nesting efficiency, and attrition lead times in capacity models.
Present capacity models to Operations Leadership, Managing Directors, and Finance and secure formal approvals.
Run scenario analyses to assess the impact of policy updates, channel shifts, process changes, and site consolidations.
Partner with AIM and Analytics teams to evaluate forecasting baselines, including machine-learning and time-series models, and integrate new data pipelines.
Coordinate long-term staffing requirements with Scheduling, the Real-Time Command Center, Talent Acquisition, and Finance.
Use and enhance workforce planning systems and tools, including PAW, NICE WFM, Verint/Aspect, GWFO Edge (Tableau), and Python/SQL routines.
Maintain Desktop Procedures (DTPs) and control documentation for audit readiness and operational consistency.
Serve as a planning subject matter expert for next-generation workforce platforms, assisting with business requirements, user acceptance testing, and rollout.
Ensure models, assumptions, and data sources comply with internal Risk, Compliance, and Model Risk Management standards.
Maintain records of quarterly sign-offs, meeting minutes, and driver modifications in designated control repositories.
Identify and escalate capacity bottlenecks, single points of failure, and control gaps.
Perform other job-related duties as assigned.

Benefits

Medical coverage
Dental coverage
Vision coverage
401(k)
Life insurance
Accident insurance
Disability insurance
Wellness programs
Paid time off, including planned vacation and unplanned sick leave
Paid holidays
Discretionary and formulaic incentive and retention awards may be available to eligible employees