Contact Center Data Analyst

First National Bank Of Pennsylvania•Pittsburgh, PA

1d•Onsite

About The Position

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.

Requirements

High School or GED
Minimum 3 years of Job Related Experience
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

Nice To Haves

Banking Contact Center reporting work experience preferred

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.