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