Contact Center Data Analyst

Job Description :

Industry : Financial Services - Other

Job Category : Finance / Accounting - 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.

Skills and Certifications [note : bold skills and certification are required]

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

MS PowerPoint - Intermediate Level

MS Word - Intermediate Level

MS Excel - Intermediate Level

Power BI - Intermediate Level

Contact Center reporting experience required

Banking Contact Center reporting work experience preferred

Security Clearance Required : No

Visa Candidate Considered : No

Compensation

Base Salary - USD $50,000 to $65,000

• Never repost

Full-time

Benefits - Full

Relocation Assistance Available - No

Commission Compensation - No

Bonus Eligible - No

Overtime Eligible - No

Interview Travel Reimbursed - No

Candidate Details

2+ to 5 years experience

Seniority Level - Associate

Management Experience Required - No

Minimum Education - High School Diploma or Equivalent

Willingness to Travel - Occasionally

Screening Questions

Are they at least 18 years of age?

Are they authorized to work in the U.S.?

Will they now or in future require a sponsorship?

Why we're a great company

Headquartered in Pittsburgh, Pennsylvania, F.N.B. Corporation is a diversified financial services company and the parent of First National Bank of Pennsylvania, founded in 1864. With nearly $50 billion in assets and approximately 350 banking offices, FNB operates across seven states and Washington, D.C., serving major metropolitan areas including Pittsburgh, Baltimore, Cleveland, Charlotte, and Washington, D.C.

FNB offers a full suite of commercial banking, consumer banking, and wealth management services, including innovative digital solutions through its award-winning eStore platform. Under the leadership of CEO Vincent J. Delie, Jr., FNB has transformed into a digitally driven powerhouse, recognized for its strong culture, community impact, and forward-thinking approach.

FNB is deeply rooted in the Pittsburgh community and proudly serves as the exclusive banking and financial services partner of the Pittsburgh Penguins. As part of this partnership, FNB s logo appears on all Penguins game jerseys, and the bank supports local initiatives like the We re Behind Every Goal campaign, donating to the Greater Pittsburgh Food Bank for every goal scored.