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
  

Job Type : Full Time

Location : Hermitage, Pennsylvania

Pay : Great Pay

Job Description

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. Corporation’s 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.
  

Our client asked me to submit 3 great people within the next few days. We work directly with the hiring manager and can arrange interviews within a few days