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Citizens Financial Group · Johnston, RI

# Intraday & Real-Time Analyst - 2nd Shift

Johnston, RI, United States Finance & Accounting 

Listed on Citizens Financial Group’s official careers site. Posted October 5, 2026. Check that it is still open and apply there.
[Apply on Citizens Financial Group’s careers site →](https://hcgn.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/49544)

[OpenNash Jobs](https://jobs.opennash.com/) / [Citizens Financial Group](https://jobs.opennash.com/companies/citizens-financial-group/) / Intraday & Real-Time Analyst - 2nd Shift

## Job description

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

## At a glance
- Posted by the employer: Oct 5, 2026
- First seen by OpenNash: Oct 10, 2026
- Last checked: Oct 18, 2026
- Listed for: 13 days
- Location: Johnston, RI, United States[Apply on Citizens Financial Group’s careers site →](https://hcgn.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/49544)

## More jobs at Citizens Financial Group

### [Asset and Liability Sr. Analyst - QRM Specialist](https://jobs.opennash.com/companies/citizens-financial-group/jobs/2901770969ba20cb3b3a/)

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### [CSI Principal Control Professional - Johnston, RI or Charlotte, NC](https://jobs.opennash.com/companies/citizens-financial-group/jobs/8b4dbda56a30a9f34169/)

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### [Coll & Default Strat Sr Prof](https://jobs.opennash.com/companies/citizens-financial-group/jobs/5d7585a9fb3c726bd005/)

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### [Collections & Recovery Complaints Analyst](https://jobs.opennash.com/companies/citizens-financial-group/jobs/36c542e0604c162db7b4/)

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### [Finance Director - Credit Card & Unsecured Lending](https://jobs.opennash.com/companies/citizens-financial-group/jobs/a4f5f036abbdb11031fe/)

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