Manager, Analytics & Decision Support
Location: Carle Place, NY
Position Type: Full-Time

Summary

The Manager of Analytics & Decision Support is responsible for supporting Service Center reporting and workforce management analysis.

Essential Duties and Responsibilities

• Reporting: Generates Service Center analysis and regular reporting.
• Report Development: Builds SAS data cubes based on business rules and metrics requirements.
• WFM Analytics: Prepares staffing and workload analysis for the Floral brand.
• Management: Manages analytics in both Reporting & WFM groups aimed at streamlining existing processes and creating efficiencies via SAS/excel automation.

Preferred Skills

• SAS Certification is preferred but not a requirement. Must have solid experience working with SQL programming, business intelligence and general analysis involving complex data sets is required.
• At least three (3) years experience directly related to multi-site call center operations.
• Experience with Capacity planning.
• Knowledge of Avaya CMS reports preferred.
• Advanced Excel.

Qualifications

• Excellent verbal and written communication
• Proven knowledge of MS Excel, Access, SAS Enterprise Guide, and SAS PROC SQL.
• Must be able to pull data from a variety of sources, as well as perform data cleansing as needed.
• Solid quantitative, project management operations analysis and communication skills.
• Generate weekly plans that detail call volume and staff requirements on a half-hourly basis that correlate to all systems and tools.
• Proactively incorporate current business drivers into forecast: brand marketing campaigns, promotional events, and macro economic factors, call center performance, etc into workload forecasts and providing documentation of these events for correlation elements and historical purposes.
• Excellent organizational skills and superior attention to detail that requires the individual to work in a fast paced environment who can manage a team of analysts to tackle major reporting and projects and effectively meeting aggressive timelines.
• Interpret complex data and insure the information is extracted to produce meaningful reporting for the Brand leaders.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to work independently and collaboratively

Education

• Bachelors or Masters Degree in Management consulting, operations research or Business with 6-8 years business experience

Only Qualified Applicants Will Be Contacted.