Position Summary :
The Senior Analyst Workforce Planning & Analytics works directly with the Manager Workforce Planning & Analytics to provide expertise, leadership and support for the Customer Support strategy as well as coaching and mentoring department Analysts. The Senior Analyst works closely with Business Planning to support direct reports in reviewing, updating, and making recommendations for the Customer Support budget models. The Senior Analyst is responsible for overseeing the Workforce Planning team in analyzing staffing needs, creating and monitoring contact center scheduling, forecasting contact center trends, monitoring same day staffing decisions, and analyzing other contact center metrics. The Senior Analyst is responsible for overseeing the relationship between JetBlue and TCS as it pertains to shift bids and schedule adjustments.
Essential Responsibilities :
- Guide the Workforce Planning & Analytics Analysts to plan, create and execute long range contact center forecasts
- Guide the Associate Analyst team to maximize efficiency through fluctuating staffing levels
- Guide the Coordinator team in processing Shift Bids and schedule adjustments, and escalations relating to Workforce processes
- Develop and mentor the Workforce Planning & Analytics Team to support a broad range of projects, analysis, and reporting specific to Customer Support needs
- Take a significant role in the development of Crewmembers to support their engagement, growth, and goal achievement
- Perform high profile or complex analyses
- Identify and implement process improvements or best practices as it relates to Workforce Management
- Work closely with Business Planning to monitor and review the Customer Support budget each month and make recommendations for budget adjustments
- Maintain effective communication and collaboration with Leadership and CEX Operations team
- Other duties as assigned
Minimum Experience and Qualifications :
High School Diploma or General Education Development (GED) DiplomaThree (3) years analytical experienceOne (1) year customer service or contact center experienceProficient with the Microsoft Office Suite and Internet browsersExpert knowledge of ExcelStrong mathematical skillsExperience with Workforce ManagementExperience with contact center metrics, including creating and reporting on key performance indicators (KPIs)Experience with Tableau or other data visualization applicationsAbility to think creatively, analyze and troubleshoot to solve complex problemsAbility to manage multiple high priority and time sensitive projects / tasks effectivelyEffective coaching and mentoring skillsEffective research skills including the ability to analyze information and make determinations or recommendationsAvailable for occasional overnight travel (10%)Able to pass a ten (10) year background check and pre-employment drug testLegally eligible to work in the country in which the position is locatedPreferred Experience and Qualifications :
Bachelor’s DegreeExperience with R or other statistical programming languageProject management experiencePredictive analytics experienceExperience with relational databases and SQLExcellent organizational skillsAbility to creatively tell a story with dataExcellent verbal and written communication skillsCurrent knowledge of contact center industry trendsStrong interpersonal skillsCrewmember Expectations :
Regular attendance and punctualityPotential need to work and travel flexible hours and be available to respond on short-noticeWell-groomed and able to maintain a professional appearanceWhen working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraftMust be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and FunPromote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standardsIdentify 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))Equipment :
Computer and other office equipmentWork Environment :
Present for core hours but may increase based on fluctuating workload demandsPhysical Effort :
Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary)