Reference #: 2024-00963 Primary Office Location:503 Martindale Street 4th Floor. Pittsburgh, Pennsylvania. 15212.

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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

It is the policy of F.N.B. Corporation and its affiliates not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, or because he or she is an individual with a disability or disabled veteran, Armed Forces service metal veteran, recently separated veteran, or active duty wartime or campaign badge veteran. F.N.B. Corporation and its affiliates provide all applicants and employees a discrimination and harassment free workplace.  Please Visit following page for important legal disclosures and information: https://www.fn -online.com/disclosures