Job Abstract

Position Title: Contact Center Data Analyst

Business Unit: Retail Operations

Reports to: Manager of Contact Center Applications and Reporting

Position Overview:

This position is responsible for developing and maintaining visual dashboards in Power BI and Excel to display daily reporting for Contact Center Management. Compiles data from daily reports and updates visual reports in a timely manner. The incumbent reviews data and analytics to produce performance reporting for the Contact Center team and executive leadership. Studies trends and analyzes data to drive improvements and efficiencies. Assists in developing reporting that drives monitoring and operational efficiency.

Primary Responsibilities:

Maintains daily reporting from Mitel phone system and other digital applications for the Contact Center and provides overview of key performance metrics and key risk indicators to Leadership. Some performance metrics and risk indicators include average handle time, average wait time, hold/make busy time, and abandon rate for phones and chat.

Assists in developing digitized reporting using Power BI to compile data derived from Contact Center and digital applications to drive monitoring, support, analytics and process improvement for Contact Center leadership. Maintains data accuracy and integrity during data manipulation and merging steps.

Assists management with maintaining existing procedures related to daily reporting and produce new procedures under guidance as appropriate.

Troubleshoots issues related to the digital support systems utilized in the Contact Center. Works closely with IT and/or external vendors to resolve issues. Serves as a back-up liaison between Information Technology, vendors, project management and Contact Center Leadership.

Assists in testing Digital system upgrades, patches, changes and system maintenance and in creating, editing, deleting and monitoring user account permissions for various Contact Center digital systems. 

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program. F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines.  Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

High School or GED

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

3

Skills Required to Perform the Primary Responsibilities of this Position:

Excellent communication skills, both written and verbal

Excellent customer service skills

Ability to work and multi-task in a fast paced environment

Excellent organizational, analytical and interpersonal skills

Detail-oriented

MS PowerPoint - Intermediate Level

MS Word - Intermediate Level

MS Excel - Intermediate Level

Power BI

Contact Center reporting experience required

Banking Contact Center reporting work experience preferred

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:

N/A

Equal Employment Opportunity (EEO):

It is the policy of FNB not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran. FNB provides all applicants and employees a discrimination and harassment free workplace.