Operational Support Lead Analyst

Citi

. Build and maintain rolling multi-year capacity models across business lines .

Posted 10/23/2026full-timeUnited StatesSenior💰 $93,440 - $140,160 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Workforce Management and Long-Term Capacity Planning, utilizing advanced modeling techniques and tools to optimize resource allocation and staffing requirements. Proficient in presenting complex quantitative analyses to senior leadership while ensuring compliance with operational risk and governance standards.

Highest-signal resume keywords

Workforce Management (WFM)Capacity Planning MathematicsAdvanced Microsoft ExcelNICE WFMOperational Risk Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Capacity ModelingErlang C FormulasConcurrency ModelingData AnalyticsForecastingFTE RequirementsProcess MappingStatistical AnalysisQuantitative ModelingBudgeting

Soft Skills

Independent OperationSound JudgmentPresentation SkillsPrioritizationCollaboration

Tools & Technologies

PAWNICE WFMVerint/AspectTableauSQLPythonHow2MS VisioConfluenceGMT Planet

Industry Keywords

Operational AnalyticsMulti-Site OperationsFinancial ServicesModel GovernanceInternal Controls

Tech Stack

Tools & technologies

ErlangPythonSQLTableauVBA

About the role

Key responsibilities & impact

Build and maintain rolling multi-year capacity models across business lines
Convert business volume forecasts and budget targets into detailed FTE requirements and hiring/training schedules
Translate 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 staffing multipliers
Lead monthly and quarterly planning cycles in PAW, including data ingestion, actualization, headcount reconciliation, and driver updates
Review historical performance and validate Desktop Analytics data, forecast variances, and baselines
Model resource allocation between internal capability centers and external vendors
Factor learning curves, nesting efficiency, and attrition lead times into models
Present capacity models to Operations Leadership, Managing Directors, and Finance for sign-off
Run what-if simulations for policy updates, channel shifts, process changes, and site consolidations
Partner with AIM/Analytics teams on forecasting baselines and new data pipelines
Coordinate staffing requirements with Scheduling, Real-Time Command Center, Talent Acquisition, and Finance
Utilize and enhance PAW, NICE WFM, Verint/Aspect, GWFO Edge, Python, and SQL routines
Maintain desktop procedures and control documentation
Serve as planning SME for workforce platforms, supporting requirements, UAT, and rollout
Ensure models, assumptions, and data sources comply with Risk, Compliance, and Model Risk Management standards
Maintain audit trails and escalate capacity bottlenecks, single points of failure, and control gaps

Requirements

What you’ll need

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
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 experience managing captive insourced teams and third-party outsourced vendor models, including ACD billable hour versus loaded FTE translation
Advanced proficiency with NICE WFM, Verint/Aspect WFM, GMT Planet, and PAW or equivalent
Expert-level Microsoft Excel, including advanced modeling, dynamic arrays, and VBA/macros
Proficiency with Tableau/GWFO Edge, SQL, Python, or NDE data extraction
Experience with structured knowledge repositories and process mapping tools such as How2, MS Visio, and Confluence
Ability to present complex quantitative models to senior leadership
Ability to operate independently, exercise sound judgment under ambiguity, and manage competing priorities
Strong understanding of operational risk, internal controls, model governance, and formal management attestation frameworks
Bachelor’s Degree / University Degree in Operations Research, Industrial Engineering, Statistics, Mathematics, Data Analytics, Finance, Business Administration, or equivalent quantitative field

Benefits

Comp & perks

Discretionary and formulaic incentive and retention awards
Medical, dental & vision coverage
401(k)
Life, accident, and disability insurance
Wellness programs
Paid vacation
Paid sick leave
Paid holidays