What are the responsibilities and job description for the Contact Center Data Analyst position at F.N.B. Corporation?
Primary Office Location:
503 Martindale Street 4th Floor. Pittsburgh, Pennsylvania. 15212.
Join our team. Make a difference - for us and for your future.
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 F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.
FNB will not provide sponsorship for employment-based visas for this position; only candidates who are legally authorized to work in the U.S. will be considered.
503 Martindale Street 4th Floor. Pittsburgh, Pennsylvania. 15212.
Join our team. Make a difference - for us and for your future.
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 F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.
FNB will not provide sponsorship for employment-based visas for this position; only candidates who are legally authorized to work in the U.S. will be considered.