ExpertHiring · 2 months ago
Contact Center Data Analyst #ESF5730
Hermitage, Pennsylvania, United States
Full-time
Onsite
New Grad, Entry LevelExpertHiring is a digitally driven financial leader with a strong history of innovation and community partnerships. They are seeking a Contact Center Data Analyst to develop and maintain visual dashboards, compile and analyze data for performance reporting, and assist in operational efficiency within the Contact Center.
EmploymentRecruitingStaffing Agency
Responsibilities
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
Qualification
Required
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
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
Preferred
Banking Contact Center reporting work experience preferred
Company
ExpertHiring
ExpertHiring offers a wide range of search services to meet specific hiring and staffing requirements in companies and other agencies.
Founded in 2004
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Paul Champaneria
Founder/CEO
Company data provided by crunchbase