Real-Time Contact Center Performance Analyst

Citizens Bank; United States; On-site; USD 52,000 - 72,000; Full time

Job summary

Citizens Bank is seeking a results-driven Contact Center coordinator to balance service levels and optimize staffing across internal and external locations. You will monitor call volume, communicate performance metrics, and ensure schedule adherence while coordinating with outsourcing partners.

The role requires strong organization, multitasking, and Excel proficiency, with 2+ years in a contact center environment. Hours are 40 per week with a Tue-Fri/ Sat schedule.

Qualifications

• Strong organizational skills required.
• Ability to multitask in a fast-paced environment.
• Proven customer service skills and clear communication.

Responsibilities

• Balance service levels across the Contact Center and locations.
• Monitor call volume and staffing to meet goals.
• Communicate performance metrics to stakeholders.
• Manage real-time exceptions and scheduling changes in Verint.
• Escalate system outages and coordinate issue resolution.
• Collaborate with outsourcing partners.

Skills

Organizational skills

Multitasking

Customer service

Time management

Written & verbal communication

Analytical skills with Excel

Independent work

Contact Center experience

Tools

Excel

Job description

Citizens Bank is seeking a results-driven Contact Center coordinator to balance service levels and optimize staffing across internal and external locations. You will monitor call volume, communicate performance metrics, and ensure schedule adherence while coordinating with outsourcing partners.

The role requires strong organization, multitasking, and Excel proficiency, with 2+ years in a contact center environment. Hours are 40 per week with a Tue-Fri/ Sat schedule.