Intraday & Real-Time Analyst

Citizens Financial; United States; On-site; USD 45,000 - 65,000; Full time

Job summary

Citizens Financial is seeking a detail-oriented contact center professional to balance service levels across internal and external locations, lines of business, and products in line with SLAs and goals.

The role focuses on maintaining positive customer experiences while ensuring an efficient call center operation. Strong organization, multitasking, and communication skills are essential, along with 2+ years of contact center experience and proficiency in Excel.

Qualifications

• Strong organization, multitasking, communication, and time management are required.
• Analytical skills and ability to work independently are essential.
• 2+ years of Contact Center experience is preferred.
• Experience with Excel is preferred.

Responsibilities

• Monitor call volume and service delivery to meet SLAs.
• Provide timely communication on performance metrics to stakeholders.
• Oversee staffing and schedule adherence; manage real-time exceptions in Verint.
• Review reports to identify trends and areas for improvement.
• Collaborate with outsourcing partners and escalate system issues as needed.

Skills

Strong organization

Multitasking

Customer service

Time management

Written and verbal communication

Analytical skills

Independent work

Contact Center experience

Tools

Excel

Job description

Candidate is responsible for balancing service levels in a Contact Center environment. This includes all internal and external locations, lines of business and products according to service level agreements and internal goals. Reviews staffing requirements and adherence. The focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

Responsibilities

• Constant monitoring of call volume to ensure positive customer service delivery on a daily and interval-level basis.
• Providing timely and appropriate communication regarding the performance and key metrics of the call center to all interested parties.
• Monitors staffing levels and schedule adherence of Contact Center colleagues to ensure goals are met. Assists with the maintenance of Verint by entering real-time exceptions (absence, tardiness, early departure, meetings, overtime, call outs, etc.). Serves as point of contact for the approval/decline of requests such as time off, shift trades, and intraday scheduling changes.
• Review reports and data to identify issues, trends, patterns, and areas for improvement.
• Collaboration with outsourcing partners
• Opening and escalating tickets in the event of system outages or issues. Supports issue resolution and communication to front-line colleagues.

Qualifications

• Strong organization skills
• Strong ability to multi-task
• Strong customer service skills
• Strong time management skills
• Strong written and verbal communication
• Strong analytical skills; experience with Excel preferred
• Capacity to work independently
• 2 years+ Contact Center experience

Hours per Week: 40
Work Schedule: Tuesday - Friday 2:30pm-11pm & Saturday 10:30am-7pm