Job Description
Citibank brings the strength and expertise of one of the world's largest financial services companies to personal customers in more than 100 countries and 200 cities. By combining local expertise with the strength of Citibank's worldwide consumer banking network, we are able to offer some of the world's leading financial services products.
Call Centre Banking provides customers the power to control banking from anywhere, at anytime. Available 24 hours a day, 7 days a week, Call Centre is our worldwide call centre network. Our Global team is highly committed to providing superior service to meet our customer's needs across a wide portfolio of products.
Citibank's inbound customer service, Call Centre, operates across three sites: Sydney, Manila and Bangalore. The Call Centre Planning and MIS Reporting Analyst will work across all three locations. We require someone to join and support the Customer Service Management Team to perform primary functions across all Call Centre key performance measures.
Some of your key accountabilities include but are not limited to workforce capacity planning, monthly forecast and budget preparation, trend analysis and oversight of daily performance metrics.
The role will also ensure accurate and timely delivery of monthly, weekly, daily and adhoc reports to key stakeholders across the bank.
To be successful in this position you must have the following skills and experience:
- Relevant tertiary qualifications
- Proven experience in formal workforce management - software and techniques essential
- Proven contact centre experience in MIS, Capacity Planning and Finance
- Interpreting and modelling data to deliver clear and concise outcomes
- Well developed analytical and problem solving skills preferably gained within a contact centre/customer service environment
- Ability to utilise standard business application software including experience in SQL and Work Force Management tools, and Oracle databases
- Advanced MS Excel/Access 2007 skills is essential
- Ability to work in a fast paced changing environment
No contribution goes unnoticed here, so you'll be rewarded with a network of global contacts and the skills and experience to grow your career. Remember, with our world of opportunity, you should never settle for anything less than exactly what you want. To apply please follow the online links. To see what other career opportunities we have available right now, please visit our website www.citi.com.au/careers.
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