Intraday & Real-Time Analyst

Job Description

• Intraday and real-time analyst role with Citizens Bank, N.A., supporting Contact Center service-level performance in Pittsburgh, PA (+1 other); work mode is not specified.
• Monitor call volume, staffing levels, schedule adherence, service levels, and key performance metrics across locations, lines of business, and products.
• Maintain Verint with real-time exceptions and manage approvals or declines for time off, shift trades, and intraday scheduling changes.
• Analyze reports and data for issues, trends, patterns, and improvement opportunities; collaborate with outsourcing partners.
• Escalate system outage tickets and support issue resolution and communication to front-line colleagues; requires 2+ years of Contact Center experience, strong analytical skills, and Excel experience preferred.
• Full-time, 40 hours per week; schedule is Tuesday–Friday 2:30pm–11pm and Saturday 10:30am–7pm; salary is not disclosed, with pay guidance provided by a recruiter.