Analyst Customer Support Performance Analytics

• High School Diploma or General Education Development (GED) Diploma
• One (1) year of prior analyst or relevant experience
• Candidates must demonstrate Data Analysis, Data Storytelling, and SQL Coding skill in a work sample assessment
• Excellent verbal and written communication skills
• Demonstrate proficiency in reading, writing and speaking English
• Able to travel to the office as needed due to mandatory office days, trainings, meetings, etc.
• Able to provide one telephone line and a high-speed internet connection minimums of:
  • Without VOIP: minimum 1.5 Mbps download and 256K upload speed
  • With VOIP: minimum 3 Mbps download and 512K upload speed
• Basic knowledge in Visualization Software (like Tableau, Qlik, PowerBI), and SQL
• Demonstrated experience in data storytelling using a complex dataset to present insights, trends or patterns
• Intermediate level Microsoft Excel (formulas, pivot tables, data validation, merging data sets)
• Able to provide a safe and professional office-work environment, free from background noise and distraction
• Highly motivated individual, capable of taking initiative, flexible within a constantly changing environment

• Ability to effectively manage and prioritize multiple tasks
• Effective analytical skills including the ability to gather and interpret data, identify trends, develop and present business insights leading to business strategies
• Experience in contact center metrics, processes and reporting
• Strong attention to detail, the ability to focus on all aspects of a task, no matter how small, and produce quality work free of mistakes and discrepancies
• Proactively identify data quality, ability to assess the reliability and relevance of the data sources to ensure that the collected data is accurate and representative of the target population

• Available for occasional overnight travel (10%)
• Flexible and able to work at any time including nights, weekends, and holidays
• Must pass a ten (10) year background check and pre-employment drug test

• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Bachelor’s degree in related field
• Two (2) years of analyst experience, preferably in the airline/travel industry or a contact center
• Two (2) years of customer service, sales, finance, or airline experience
• Experience in Microsoft Forms and Flows
• Knowledge of Avaya CMS database items and calculations or Amazon Connect contact records
• Knowledge of Aspect Scheduling Suite
• Ability to work independently and in a high-pressure team environment

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Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable Crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))

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Equipment:

• Computer and other office equipment

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Work Environment:                                                                                                    

• Expected to fulfil a blend of work from home and office to fulfil necessary collaboration or if experiencing technical difficulties at home
• Must provide a safe and professional work at-home environment, free from background noise and distraction

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Physical Effort: 

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)