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


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.


  • 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


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

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


Only Qualified Applicants Will Be Contacted.

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