Intraday & Real-Time Analyst - 2nd Shift

Citizens Bank; Johnston (RI); On-site; USD 55,000 - 75,000; Full time

Job summary

Citizens Bank in Johnston, RI is seeking a candidate to balance service levels in a Contact Center environment across locations, ensuring adherence to service level agreements and internal goals. The role focuses on creating positive customer experiences while maintaining an efficient call center enterprise.

Responsibilities include monitoring call volume, communicating performance metrics, managing staffing and real-time scheduling changes, and collaborating with outsourcing partners to resolve

Qualifications

• Strong organization skills.
• Ability to multi-task in a fast-paced environment.
• Excellent customer service skills.
• Strong time management abilities.
• Clear written and verbal communication.

Responsibilities

• Constant monitoring of call volume to ensure positive customer service at daily and interval levels.
• Provide timely communication regarding performance and key metrics of the call center to stakeholders.
• Monitor staffing levels and schedule adherence; assist with Verint real-time exceptions (absence, tardiness, etc.). Serve as point of contact for time-off, shift trades, and intraday scheduling changes.
• Review reports and data to identify issues, trends, patterns, and opportunities for improvement.
• Collaborate with outsourcing partners to ensure service levels are met.
• Open and escalate tickets for outages or issues; support issue resolution and frontline communication.

Skills

Organization

Multitasking

Customer service

Time management

Written & verbal communication

Analytical skills

Independence

Contact Center experience

Job description

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 include:

• 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

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.