Real-Time Contact Center Optimizer

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

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.