Workforce Management Analyst

1-800-flowers.comWorkforce Management AnalystLocation: Carle Place, NY
SummaryAs one of the most recognized brands in gift retailing, 1-800-FLOWERS.com is looking for a dynamic analyst to work in the Service Center Workforce Management Department to provide reporting, budget analysis, and forecasting support for our contact center.
ResponsibilitiesReporting and AnalysisPrepare and disseminate reports to business usersDevelop and enhance reporting mechanisms and maintain complex spreadsheet modelsInterface with other departments as needed to ensure proper reporting and interpretation of dataIdentify, analyze, and address business trends that may impact the department and its stakeholdersSupport quarterly and annual budget reporting, reconciliation, and generationForecasting and PlanningCreate monthly, weekly, daily and half-hour call volume & handle time forecasts through workforce management productDetermine long-range headcount & staffing requirementsCommunicate with IT team and product vendor to troubleshoot solutions and refine product utility
TO APPLY:
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REQUIREMENTS
Degree in Statistics, Mathematics, or Business preferredPrevious call center forecasting/scheduling experiencePrevious call center management and/or reporting experienceProfessional decision-making, problem-solving and time-management skillsStrong knowledge and abilities in Excel, Outlook, and other Microsoft office productsAccess / database management experience preferredStrong organizational skills and attention to detailStrong written, verbal, and presentation skillsMust be flexible and willing to work extended hours as neededPreferred ExperienceAvaya ACD Administration/Reporting (CMS/CentreVu)Workforce Management system experience (Pipkins Vantage Point)