Intraday & Real-Time Analyst

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

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.

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Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.