Senior Analyst CS Omni Channel Experience

 

 

Position Summary

The Senior Analyst, Customer Support (CS) Omni Channel Experience reports to the Program Manager, CS Omni Channel Experience. The Senior Analyst will be responsible for optimizing all configurations and enhancements of the Contact Center as a Service (CCaaS) platform with direct responsibility for workforce management. In this role, the Senior Analyst will focus on maintaining efficient processes and enhancing the tool to meet the various business needs with an emphasis on workforce management.

 

This Senior Analyst role is essential in ensuring that the contact center operates at peak efficiency and delivers a high level of service quality utilizing the CCaaS workforce platform. The successful candidate will contribute to creating and analyzing relevant reports, optimizing processes within the CCaaS environment that will ultimately enhance the customer experience and operational effectiveness.

 

Essential Responsibilities

• Utilize CCaaS workforce management software to facilitate scheduling, track adherence, and manage real-time performance.
• Monitor and report on key performance indicators (KPIs) related to workforce management, identifying trends and opportunities for improvement.
• Implement strategies to enhance workforce efficiency, such as reducing idle time and improving schedule adherence.
• Collaborate with various workgroups to ensure that the CCaaS platform supports efficient workforce management.
• Develop and provide regular workforce management reports and recommendations to management.
• Create workflows and automation within CCaaS to optimize the Customer and Crewmember experience.
• Make recommendations on CCaaS strategies to elevate the Customer experience while driving efficiency.
• Other duties as assigned. 

 

Minimum Experience and Qualifications

• Bachelor's degree in a relevant field; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous related work experience
• Minimum three (3) years of experience in workforce management within a contact center or CCaaS environment
• Amazon Connect Certified, or certifications (Cloud Practitioner, Machine Learning) complete within 90 days of employment
• Proven experience within Amazon Connect
• Proficiency in workforce management tools and CCaaS platforms, such as Amazon Connect, Genesys Cloud, or similar systems
• Demonstrated experience in Business Intelligence (Tableau, Qlik, PowerBI, etc) Structured Query Language (SQL) and Python
• Demonstrate experience in Predictive Analytics
• Demonstrate technical and analytic ability through providing a work sample during the hiring process
• Demonstrate experience in Amazon Connect through developing dashboards and reporting for within the call center environment
• Strong analytical and data analysis skills
• Excellent communication, problem-solving, and project management skills
• Familiarity with industry best practices in workforce management and contact center operations
• Knowledge of contact center quality and performance metrics
• Strong skills in presenting to large audiences
• Ability to work under stress in a fast-paced, deadline driven environment
• Able to work flexible hours and be available for an emergency response on short notice
• Available for occasional overnight travel (10%)
• 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

• Master’s Degree in Business or related field
• Three (3) or more years of experience with Amazon Connect
• Five (5) or more years of experience related to workforce management in combination with continuous or process improvement, data analysis, and project execution
• Proven experience within Amazon Connect, including Lamba and Lex 
• Project Management Professional (PMP) certification
• Prior Airline or related industry experience
• Proficient in BI data tool and building dashboards

 

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 JetBl