Customer Experience Analyst
Company: 1 800 FLOWERS.COM, INC.
Location: Jericho
Posted on: May 12, 2022
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Job Description:
Position Summary The Customer Experience Analyst 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. The Customer Experience Analyst will partner with
the business owners to ensure that all International BPO---s
deliver ---Excellence Plus--- service to all customers. The
Customer Experience Analyst will review and analyze performance and
quality data and make process recommendations following the
implementation of new processes that the BPO undertakes. This
includes ensuring customer satisfaction is not compromised and
cost/benefit impacts meet agreed upon targets. Essential Duties and
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. Ability to use all Call Center
tools to effectively analyze data to manage performance at all
levels. 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 When solicited will make
personnel recommendations to Director and BPO in support of the
account Will champion weekly, monthly and quarterly business
reviews Will identify and work on areas of improvement at BPO
across various skills to achieve Brand KPIs performance Travel both
international and domestically to BPO partners and 1800flowers
headquarters Qualifications Minimum knowledge, skill and/or ability
required to perform job functions: 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 Rochelle , Customer Experience Analyst, Professions , Jericho, New York
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