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Customer Experience & Project Analyst

Company: 1-800-FLOWERS.COM, Inc.
Location: Carle Place
Posted on: June 12, 2021

Job Description:

The Customer Experience & Project Analyst is a dual role that will work hand in hand with peers in implementing a uniformed vision of Customer Experience across all BPO's via consistent review of all processes and performance data. This person will be an advocate for the BPO while assisting to drive home the vision and passion of 1800Flowers.com.

As Customer Experience Analyst will partner with the business owners to ensure that all BPO's deliver "Excellence Plus" service to all customers.

As Project Analyst, this role will help/lead initiatives to integrate new business into the Customer Experience group. The person will partner with IT, Planning and Operations to develop integration timelines and collaborate with all groups on execution.

Responsibilities:

  • Provide data and make process recommendations to successfully meet and exceed results in all Service Center Metrics: customer satisfaction, quality, employee relations, staffing, facilities, service levels, management development, training, process & procedures and management of multiple business lines
  • Work under stringent deadlines while meeting all other responsibilities.
  • Assist in coordination with various departments to ensure smooth functioning of the BPO operations.
  • Act as a liaison and interfaces cross-functionally to maintain communication between business group
  • Will be a subject matter expert for all workload handled in the Service Center
  • Will review content used in customer service related scenarios including training and developmental materials
  • Will champion weekly, monthly and quarterly business reviews
  • Will develop comprehensive project plans to ensure the Service Center meet deadlines on integration
  • Will partner with IT and operations to test functionality of new tools and changes to existing tools
  • Travel both international and domestically to BPO partners and 1800flowers headquarters
  • Bachelor's Degree and/or 2 years of experience in deployment of Operations / BPO outsourcing
  • Strong ability to analyze data and make recommendations based off the findings
  • Demonstrated ability to work in a virtual/remote setting. With the ability to work on location at multiple BPO's and maintain a solid working/networking partnership with BPO's.
  • Excellent leadership and organizational skills; attention to detail; willingness to work in a fast paced environment and effectively meet aggressive timelines.
  • Advanced communication skills & advanced capabilities within Microsoft Office
  • Demonstrated ability to collaborate across an enterprise toward mutual success
  • Capability and flexibility to meet customer/business demands and change drivers
  • Strong business knowledge; ability to set clear expectations for vendor and staff; manage through metrics and SLAs
  • Ability to work across groups both directly and indirectly to achieve a common goal
  • Demonstrated understanding of change management, the importance of it, approaches, key tasks and timelines
  • Demonstrated ability to be hands-on, get into the details to drive issues to resolution
  • Strong partnership mindset

Keywords: 1-800-FLOWERS.COM, Inc., New York , Customer Experience & Project Analyst, Other , Carle Place, New York

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