Vice President Workforce Call Center

Job Description

The Workforce Cap Sr Manager accomplishes results through the management of professional team(s) and department(s). Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Has responsibility for volume, quality, timeliness and delivery of end results of an area. May have responsibility for planning, budgeting and policy formulation within area of expertise. Involved in short-term planning resource planning. Full management responsibility of a team, which may include management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations and may include budget approval. Responsibilities:
• Manages one or more Workforce departments supporting medium sized business unit; oversees capacity planning, staffing levels, forecasting; responsible for one major portfolio/department; Performs occasionally complex and highly variable issues with significant departmental impact; Maintains appropriate staffing requirements to meet operational needs. Responsible for all training and development needs for assigned personnel.
• Applies in-depth understanding of how areas collectively integrate within the sub function as well as coordinate and contribute to the objectives of the entire function; and, requires basic commercial awareness. Evaluates subordinates performance and makes recommendations for pay increases, promotions, terminations, etc. Demonstrates an understanding of how areas collectively integrate within the sub function as well as coordinate and contribute to the objectives of the entire function; and, requires basic commercial awareness.
• Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledge. Provides evaluative judgment based on analysis of factual information in complicated and unique situations. Directs area supported through responsibility for delivery of end results and shared responsibility for budget management; accountable for resource planning. Ensures essential procedures are followed and contributes to defining standards. Developed communication and diplomacy skills are required to persuade and influence others; may negotiate with external parties.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firms reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Qualifications:
• 6-10 years relevant experience
• Senior level experience in a related role commensurate people management experience.
Education:
• Bachelor s/University degree, Master s degree preferred
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
• Ingles Intermedio
-------------------------------------------------Job Family Group: Operations - Core-------------------------------------------------Job Family:Workforce Capacity------------------------------------------------------Time Type:Full time------------------------------------------------------Citi is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Citigroup Inc. and its subsidiaries ( Citi ) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .View the EEO is the Law poster. View the EEO is the Law Supplement .View the EEO Policy Statement .View the Pay Transparency Posting,

Keyskills :
people managementautomationbehavioral trainingcost controlaffirmative actionpolicy formulation