Analyst Workforce Planning & Analytics

jetBlue Airways •

Salt Lake City, Utah, United States

Position Type: Permanent

Job Description:

Position Summary:

The Analyst Workforce Planning & Analytics is involved in the management of contact center scheduling and forecasting, monitoring fluctuating contact center volumes and metrics, forecasting future volumes and metrics, building and executing on staffing models, and analyzing and reporting on trends. The Analyst reviews Customer Support budgets to analyze trends contributing to budget variances and seeks ways to improve efficiency through active involvement in process improvement initiatives. Analyst creates daily, weekly, monthly, and ad-hoc reports on historical and current contact center data.

Essential Responsibilities:

Continually monitor and forecast contact center volume, metrics, and trends to determine staffing needs (1 week to 18 months in advance), including hiring recommendations, Paid Time Off (PTO) allotments, and preliminary Voluntary Time Off (VTO) or Overtime (OT) needs based on a normal operating day.
Create schedules to fulfill staffing requirements for Customer Support departments and provide support for the Shift Bid process
Approve Crewmember shift of choice and change of status requests
Work closely with Managers across Customer Support to meet budgetary goals and report on variances
Create, update, and deliver various tracking and trending reports
Create ad-hoc reports and analysis as needed
Work closely with Customer Experience Operations team to maintain effective communication and share insights on operational issues and staffing impacts
Collaborate with Senior Analyst to support strategic initiatives and continuous improvement
Work with Analysts from other teams on organizational initiatives
Other duties as assigned

Job Requirements:
:

High School Diploma or General Education Development (GED) Diploma
One (1) year analytical experience
One (1) year customer service or call center experience
Expert knowledge of Excel
Ability to think creatively to solve problems
Ability to analyze and troubleshoot problems
Effective research skills including the ability to analyze information, make determinations, and issue reports in accordance with Company guidelines
Flexible and able to work at any time, including nights, weekends and holidays
Available for occasional overnight travel (10%)
Able to pass a ten (10) year background check and pre-employment drug test
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:

Knowledge of Tableau or other analytics applications
Knowledge of Workforce Management Systems
Knowledge of SQL
Knowledge of R or other statistical programming language
Strong JetBlue knowledge and ability to navigate the internet
Passionate about providing excellent service to fellow Crewmembers and Customers
Excellent verbal (telephone) and written communication skills
Excellent organizational and strategic time management skills
Ability to work independently and in a high pressure team environment
Highly motivated self-starter with the ability to multi-task
Ability to rapidly resolve complex customer service issues
Available for occasional overnight travel

Crewmember Expectations:

Regular attendance and punctuality
Able to maintain a professional appearance
Potential need to work flexible hours and be available to respond on short-notice
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 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))

Equipment:

Computer and other office equipment

Work Environment:

Present for core hours but may increase based on fluctuating workload demands

Physical Effort:

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

Job Ident #: 55452

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Analyst Workforce Planning & Analytics

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