Senior Analyst Workforce Planning & Analytics

 

 

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) Diploma
• Three (3) years analytical experience
• One (1) year customer service or contact center experience
• Proficient with the Microsoft Office Suite and Internet browsers
• Expert knowledge of Excel
• Strong mathematical skills
• Experience with Workforce Management
• Experience with contact center metrics, including creating and reporting on key performance indicators (KPIs)
• Experience with Tableau or other data visualization applications
• Ability to think creatively, analyze and troubleshoot to solve complex problems
• Ability to manage multiple high priority and time sensitive projects/tasks effectively
• Effective coaching and mentoring skills 
• Effective research skills including the ability to analyze information and make determinations or recommendations
• 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

Preferred Experience and Qualifications:

• Bachelor’s Degree
• Experience with R or other statistical programming language
• Project management experience
• Predictive analytics experience
• Experience with relational databases and SQL
• Excellent organizational skills
• Ability to creatively tell a story with data
• Excellent verbal and written communication skills
• Current knowledge of contact center industry trends
• Strong in