Contact Center Data Analyst #ESF5730

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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

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