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Director, Reporting & Analytics

1-800 Flowers

Jericho, NY

Not provided

$86,000 - $128,000

3 months ago

Job Description

Director, Reporting and Analytics, will lead efforts in compiling and analyzing qualitative and quantitative data to support the development of business intelligence dashboards to support the Enterprise Service Center with real time and historical monitoring and management across the 1800Flowers.com, Inc Family of Brands. He/she will be a pivotal inter-department liaison that will track performance of the organization against strategic and tactical objectives tied to Financial, Performance and Quality Assurance objectives for the Service Center Organization. Own and serve as the SME for all Service Center related technologies (Order Capture System, Telephony Systems, Interactive Systems, Etc.) Recruit, train and lead a team of managers and analysts to develop standard methodologies and provide analytic support on ad hoc requests from both Service Center Leadership and Enterprise Performance Managers/Business Leaders. Partner with Service Center Business Owners to develop and drive outcome driven operating model to deliver reporting, dashboards, insights, analytics, and data-driven operational assets to drive value to the organization using data as a competitive advantage. Accurate communication of analysis results, ensuring understanding of conclusions and recommendations. Performs the role of data advocate on behalf of the business areas, as well as answering data related questions for all reports related to the Enterprise Service Center. Measure performance of the organization against strategic and tactical operational metrics Support and mentor team members and other managers. Develop people's skills, experience and career progress. Coordinating and driving all projects and issues relating to data & analytics to resolution. Travel as much as 10% of the year and will manage other duties as assigned
Bachelor’s degree required or 5 years business experience in operations research or applicable area of focus Ability to identify issues in KPI trends and perform deep dive analysis. Ability to apply operational excellence methods to streamline processes and tasks that cross multiple areas and stakeholders, then implement best practices. Experience working with BPO’s. Demonstrated proficiency in MS Excel, Access, and SAS Enterprise Guide Must be detail oriented with strong organization skill and with the ability to manage, prioritize, and multi-task on multiple project work streams. Ability to solve problems at a tactical and functional level, have excellent oral and written communication skills, a solid work ethic and unquestioned integrity. Self-motivating, entrepreneurial spirit with the ability to be resourceful and take initiative. Solid quantitative and communication skills. Excellent organizational skills and superior attention to detail that requires the individual to work in a fast-paced environment that can manage projects and effectively meet aggressive timelines. Previous Contact Center Experience a must.

Preferred Skills: SAS Certification is required. Experience working with SAS programming a must and business intelligence and financial analysis are pluses. Snowflake experience a plus

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