Real-Time Intraday Operations Analyst

Citizens; Johnston (RI); On-site; USD 42,000 - 60,000; Full time

Job summary

Citizens in Johnston, RI is seeking a qualified professional to balance service levels in a Contact Center environment across internal and external locations. 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 intraday scheduling, and collaborating with outsourcing partners to address issues and improve operations.

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.

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.

Skills

Organization

Multi-tasking

Customer service

Time management

Written and verbal communication

Analytical skills

Excel

Independent work

Contact Center experience

Job description

Citizens in Johnston, RI is seeking a qualified professional to balance service levels in a Contact Center environment across internal and external locations. 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 intraday scheduling, and collaborating with outsourcing partners to address issues and improve operations.