Contact Center Data Analyst #ESF5730

• Join a digitally driven financial leader with over $50 billion in assets and a legacy of innovation since 1864.
  
• Be part of a company recognized for its award-winning digital banking solutions and strong community partnerships including with the Pittsburgh Penguins.
  
• Thrive in a culture that values career growth teamwork and cutting-edge technology in financial services.
  
• Make an impact at a top regional bank known for its stability community focus and forward-thinking leadership
  

What you will be doing:

• Develop and maintain visual dashboards in Power BI and Excel for daily reporting in Contact Center Management.
  
• Compile data from daily reports and update visual reports in a timely manner.
  
• Review data and analytics to produce performance reporting for the Contact Center team and executive leadership.
  
• Study trends and analyze data to drive improvements and efficiencies.
  
• Assist in developing reporting that drives monitoring and operational efficiency.
  
• Maintain daily reporting from the Mitel phone system and other digital applications providing an overview of key performance metrics and key risk indicators to leadership.
  
• Assist in developing digitized reporting using Power BI to compile data derived from Contact Center and digital applications.
  
• Maintain data accuracy and integrity during data manipulation and merging steps.
  
• Assist management with maintaining existing procedures related to daily reporting and produce new procedures under guidance.
  
• Troubleshoot issues related to the digital support systems utilized in the Contact Center.
  
• Work closely with IT and/or external vendors to resolve issues.
  
• Serve as a back-up liaison between Information Technology vendors project management and Contact Center leadership.
  
• Assist in testing digital system upgrades patches changes and system maintenance.
  
• Create edit delete and monitor user account permissions for various Contact Center digital systems.
  
• Perform other related duties and projects as assigned.
  
• Engage in risk management by understanding reporting responding to managing and monitoring risks encountered daily.
  
• Adhere to regulatory laws and guidelines as part of compliance with F.N.B. Corporations risk management program.
  

Experience you will need:

• Excellent communication skills both written and verbal.
  
• Excellent customer service skills.
  
• Excellent organizational analytical and interpersonal skills.
  
• Ability to work and multi-task in a fast-paced environment.
  
• Detail-oriented.
  
• Intermediate level in MS PowerPoint MS Word MS Excel and Power BI.
  
• Contact Center reporting experience required.
  
• Banking Contact Center reporting work experience preferred.