Digital Support Systems Analyst
Company: F.N.B. Corporation
Location: Hermitage
Posted on: April 20, 2024
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Job Description:
Primary Office Location:
4140 East State Street. Hermitage, Pennsylvania. 16148.
Join our team. Make a difference - for us and for your future.
Position Title: Digital Support Systems Analyst
Business Unit: Retail Operations
Reports to: Varies by Assignment
Position Overview:
This position is responsible for supporting Contact Center
technology, systems, reporting generation, and agent scheduling in
a work force management environment. The incumbent reviews data and
analytics to produce performance reporting for the Contact Center
team and executive leadership. Studies trends and analyzes data to
consistently drive improvements and efficiencies. Conducts agent
scheduling, using WFM tools to staff appropriately, in accordance
with department standards. Assists in developing reporting and
procedures that help to drive monitoring and operational
efficiency.
Primary Responsibilities:
Maintains workflow management processes and produces agent
schedules for the Contact Center in accordance with the department
standards to ensure adequate staffing to support customer needs.
Assists in developing digitized reporting of data derived from
Contact Center and digital applications to drive monitoring,
support, analytics, and process improvement for Contact Center
leadership.
Creates and maintains procedures and process maps for Digital
Support and testing.
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 Contact Center digital
systems not currently managed by Information Security.
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.
Minimum Level of Education Required to Perform the Primary
Responsibilities of this Position:
High School or GED
Minimum # of Years of Job Related Experience Required to Perform
the Primary Responsibilities of this Position:
3
Skills Required to Perform the Primary Responsibilities of this
Position:
Excellent communication skills, both written and verbal
Excellent customer service skills
Ability to work and multi-task in a fast paced environment
Excellent organizational, analytical and interpersonal skills
Detail-oriented
MS PowerPoint - Intermediate Level
MS Word - Intermediate Level
MS Excel - Expert Level
Microsoft Power BI
Calabrio Teleopti
Licensures/Certifications Required to Perform the Primary
Responsibilities of this Position:
N/A
Physical Requirements or Work Conditions Beyond Traditional Office
Work:
N/A
Keywords: F.N.B. Corporation, Youngstown , Digital Support Systems Analyst, Professions , Hermitage, Ohio
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