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JetBlue · 1 day ago

Analyst Customer Support Performance Analytics

Orlando, FL

Full-time

Hybrid

Entry Level

1+ years exp

JetBlue is an airline company seeking a Customer Support Performance Analytics Analyst to conduct analysis and research on the performance of Customer Support Crewmembers. The Analyst will provide insights and recommendations to improve performance, create reporting dashboards, and support recognition programs within the Customer Support organization.

Air TransportationTransportation

No H1B

Responsibilities

Research performance metrics of Crewmembers including (but not limited to) average handle time (AHT), extension out calls, after-call work (ACW), First Call Resolution (FCR), Customer Satisfaction Scores (CSAT) and other metrics deemed relevant to the current business philosophy or items necessary to paint a full picture of a Crewmember’s overall performance within Customer Support

Research dependability metrics of Crewmembers including (but not limited to) attendance; compliance; login/logout; no-call, no-show; flag reasons; leave of absence items; overtime and other metrics deemed relevant to the current business philosophy or items necessary to paint a full picture of a Crewmember’s overall dependability within Customer Support

Identify relationships between Customer Support metrics using data analytics to drive process and performance improvements

Create dashboards and reporting at multiple levels across the Customer Support Enterprise including Business Partner metrics

Work collaboratively with a group of Analysts to automate reporting for all Customer Support metrics in using Tableau/Power BI/Snowflake

Create all reporting required to administer reward and recognition programs for Customer Support, reporting to monitor the effectiveness of the recognition program including recommendations on improving the effectiveness of the recognition program

Participate in Contact Center as a Service (CCaaS) implementation to create reporting and dashboards that identify customer trends based on intents from CCaaS

Other duties as assigned

Qualification

Data AnalysisSQL CodingData StorytellingTableauPower BIMicrosoft ExcelContact Center MetricsAnalytical SkillsAttention to DetailCommunication SkillsTeam CollaborationFlexibility

Required

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

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

Company

JetBlue

Glassdoor3.7

When JetBlue first took flight in February 2000, our founding goal was to bring humanity back to air travel, and over two decades later, we still put our customers, crewmembers and communities at the center of everything we do.

Founded in 1998

Long Island City, New York, USA

10001+ employees