Call Center Workforce Analyst
Location: Carle Place, NY
Position Type: Full-Time

Summary

The Call Center Workforce Analyst will be the Service Center and IT focal point for call routing, workload allocation, call handling administration, system troubleshooting and related duties as assigned.

Essential Duties and Responsibilities

• Liaison: Communicates operational, technical and exception issues to the leadership team, technical support teams and Flowers & Gourmet Food and Gift Baskets brand management in accordance with established protocols; maintains daily interaction with Scheduling Team and Global Customer Care Team to ensure the Real Time Team is apprised of workload and staffing projections.
• Workforce Management: Manage, monitor and communicate Forecasting (i.e. staffing requirements review, staff planning, etc); Scheduling (i.e. adherence monitoring, coverage vs actuals, etc); and Real time Adjustments (i.e. addition, reductions and reallocation of enterprising staff).
• Operational: Monitors daily workload performance, in accordance with all performance and service level objectives and in accordance with Real Time Operations/ Call Center Workforce team. Maintains current status of routing and workload allocations across Service Center Enterprise. Redirects Service Center workflow in accordance with Real Time Operations/ Call Center Workforce team.
• Reporting: Generates Financial, Service Level Abandonment (i.e. Service Performance, Forecast vs Actuals, Conversions, email, chat etc.) and Agent Performance reports daily. Produces 24 hour reporting as outlined by enterprise. Monitors and reports Real Time adherence to schedules in conjunction with Sales and Service Managers and Partners daily.

Qualifications

Minimum knowledge, skill and/or ability required to perform job functions:

• 2 year college or equivalent combination of education and/or work experience.
• Excellent verbal and written communication
• Strong interpersonal skills
• Ability to interact positively with others
• Proficient in Microsoft Applications including Word, Excel, Access and Outlook
• Excellent organizational skills and superior attention to detail
• Excellent time management skills.
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to work independently and collaboratively
• Ability to manage multiple projects simultaneously and work under stringent deadlines.
• No active disciplinary notices on file.
• Must work to work evening and weekends
• Must have a flexible schedule

Preferred Skills

Minimum knowledge, skill and/or ability required to perform job functions:

• Lucent ACD Administration/Reporting (CMS), Workforce Management system experience (Pipkins Vantage Point), Gensys

Only Qualified Applicants Will Be Contacted.