Contact Center Data Analyst

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.