This job has expired, please see additional jobs below
Business Support Analyst
Citizens Bank
Pittsburgh, PA, United States
Job Details - this job has expired, please see similar jobs below
Description
The incumbent will be working in the Contact Center Central Operations department. The Central Operations Team is responsible for balancing service levels across all internal and external locations, lines of business and products according to service level agreements and internal goals. The focus is to create positive experiences for customers while maintaining an efficient call center enterprise.
Responsibilities include:
• Managing the workforce in each site location to ensure appropriate staffing levels for each line of business.
• 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.
• Review reports and data to identify issues and trends
• Collaboration with outsourcing partners
Qualifications
Required Skills/Experience:
• Strong organization skills
• Strong ability to multi-task
• Strong customer service skills
• Strong time management skills
• Strong written and verbal communication
• Proficiency in PC skills and MS Office
• Strong analytical skills
• Ability to work under pressure and scrutiny
• Capacity to work independently
Preferred Skills/Experience:
• 2+ Years of Contact Center Experience
• Knowledge in reporting sources, data definition and analytical tools such as Aspect and CUIC.
Hours & Work Schedule
Hours per Week: 40
Work Schedule: 2:30pm-11pm Monday, Tuesday, Thursday, Friday, Sunday
Why Work with Us
At Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment Opportunity
It is the policy of Citizens Bank and Citizens Securities, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Opportunity & Affirmative Action Employer Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment Opportunity
It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.