Intraday & Real-Time Contact Center Analyst

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

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