Employment Opportunity - Call Center Analyst I
Radio Specials

Section Navigation

Call Center Analyst I – Real Time Operations

IT / Service Center Operations
Reports to: Team Lead – Real Time Operations
Status: Exempt
Location: Carle Place, NY

POSITION SUMMARY

As a member of the Real Time Operations Team, your role will be to proactively monitor the state of our contact center and information technology operations. This includes doing proactive analysis on performance of all operational channels which include telephone, chat, email and social media. to try to ensure key performance indicators are being maintained and identifying opportunities for improvement and prevent outages before they occur.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Contact Center Workload Distribution: One of the essential functions of this role is to effectively use our current tools/processes to distribute the workload as efficiently as possible (within goal service levels) . This also includes maintaining an expert level of understanding of the tools/processes in order to continuously identify opportunities for automation/optimization. Highlights are:

  • Proactively monitor our Genesys / Avaya user interfaces to ensure efficient distribution of calls.
  • Proactively communicating with our leadership, partners and other groups in order to ensure all stakeholders are aware of any SLA attainment risks.
  • Work closely with the workforce management team to identify any variances with the agent labor-force and coordinate remediation if applicable.
  • Historically analyses/recommend opportunities for improvement in the efficiency of our workload distribution.
  • Liaison to: Operations, Workforce Management, Reporting, IT, and Senior Leadership regarding operational performance.

Incident Management / Communication: Given the nature of the role, there will be Incidents that occur from time to time. No matter the nature of the Incident, this role will work with the rest of the Real Time Operations team to quantify/mitigate business impact. This includes ensuring appropriate stake holders are properly updated with the relevant facts on a timely basis.

Proactive / Predictive Systems Management: As a member of the Real Time Operations teams, there may be occasions when you will first see the early signs of a possible issue. During these occasions, it is important that this role have a good, high-level, understanding of our infrastructure and application landscape in order to assist the help desk in quickly triaging the potential issue and effectively communicating it. Conversely, there will be times when there is an issue that may be directly/indirectly having a negative business impact. For these occasions, it is important that this role work closely with the Help Desk and other IT teams to effectively coordinate any remediation and effective communication.

Other: There are other tasks that are the responsibility of the Real Time Operations Team. Some examples of these tasks include manually creating various reports and distributing them to the appropriate teams. Aside from assisting in the performance of these manual tasks, this role should proactively play a role in helping identify ways to automate the manual functions as applicable. Special projects and system testing as deemed necessary.

QUALIFICATIONS

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

  • 3-5 Years of hands-on call center or help desk management
  • Excellent organizational, verbal and written communication skills.
  • Comfortable in a high-energy/dynamic real time operational role with the requirement to successfully interface with various levels of management.
  • Goal-oriented/self-motivated and able to work with minimal supervision.
  • Excellent troubleshooting skills
  • Excellent written and verbal communication skills
  • Hands-on experience with any of the following a-plus:
    • IVR, Multi-Channel ACD, call routing, workforce mgnt., CTI
    • Tivoli or other system monitoring tools, ITIL, network operational center monitoring
  • Open to a flexible schedule in order to accommodate a 24x7x365 operation (possible evenings and weekends).

To Apply: Send your Cover Letter and Resume, including salary history, to:
Human Resources at
One Old Country Road
Suite 500
Carle Place, NY 11514

E-Mail: careers@1800Flowers.com

Only Qualified Applicants Will Be Contacted.

Sympathy flowers are usually floral arrangements that are prepared by florists and delivered to the home of the grieving family. Sending sympathy flowers is a beautiful way to show how much you care during this difficult time. Not only do they express sympathy for the family, they can celebrate the life of the person who has passed away. Sympathy flowers and gift cards are often ranked as some of the most meaningful gifts by those who have lost a friend or family member. Flowers are definitely an excellent choice for providing some beauty at this most somber of times.

White Sympathy Flowers

Giving sympathy flowers allows you to express your own personality and feelings while providing a thoughtful gift. Arrangements come in a variety of styles, containers and colors. All-white sympathy flowers are some of the most popular arrangements as the color white is associated with respect, elegance and sophistication. Choosing the all-white lily bouquet allows you to show your admiration for the deceased with a beautiful arrangement, as well as providing a rich fragrance that fills the air. Traditional bouquets of all white roses express tributes with understated elegance.

Colorful Sympathy Flowers

Color can be added to the sympathy flowers by either choosing an arrangement made from colorful blooms, or choosing a container with color. White bouquets can also be enhanced by the addition of some color. You could also select an arrangement with stunning white lilies, light pink roses and a deep green leaf ribbon lined vase. Adding blue colors to your sympathy flowers provides a feeling of calm, comfort and faith to your gift.

Ordering Sympathy Flowers Online

At 1-800-FLOWERS.COM only the freshest flowers are used and they are hand gathered by expert florists to provide a bouquet that is a sensory delight. These flowers can be conveniently ordered online and sent in a gift box to grieving friends or family.

Back to Top