Senior Analyst Customer Support Omni Channel Experience

Job Description:

Position Summary

The Senior Analyst, Customer Support (CS) Omni Channel Experience reports to the 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. In this role, the Senior Analyst will focus on maintaining efficient processes and enhancing the tool to meet the various organizational needs.

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 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

Develop requirements to build workflows and automation within CCaaS to optimize the Customer and Crewmember experience.
Monitor and report on key performance indicators (KPIs) related to operational 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 and operational management requirements.
Develop and provide regular reports and recommendations to management.
Make recommendations on CCaaS strategies to elevate the Customer experience while driving efficiency.
Other duties as assigned.

Job Requirements:

Bachelor's degree in a relevant field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience

Three (3) years of experience managing contact center systems

Amazon Connect Certified, or certifications (Cloud Practitioner, Machine Learning) complete within 90 days of employment

Proficiency in contact center tools (i.e., Salesforce, Amazon Connect, Genesys, Five9, etc.)

Demonstrated experience in Structured Query Language (SQL)

Demonstrate knowledge in developing workflows and automations to improve Customer Experience

Demonstrate technical and analytic ability through a live work sample during the hiring process

Strong analytical and data analysis skills

Excellent communication, problem-solving, and project management skills

Familiarity with industry best practices in contact center operations including but not limited to performance and workforce management, customer contact channels, and process improvement

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 Business Intelligence (BI) data tool and building dashboards
Demonstrate experience in Amazon Connect through developing dashboards and reporting for within the call center environment

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 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 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 ex. Safety Action Report (SAR))

Equipment:

Computer and other office equipment

Work Environment:

Traditional office environment

Physical Effort:

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

Company Details

jetBlue Airways

27-01 Queens Plaza North
Long Island City, New York 11101 USA
www.jetblue.com

More than the other guys

If you‘re looking for a job where your career, your passion, and your sense of fun are all important then you‘ve landed at the right place. At JetBlue we‘ve built an award-winning brand based on delivering value...

Benefits:
Competitive Medical, Dental, Life Insurance. Excellent flight benefits.

Supported Manufacturers:
Airbus Embraer

Supported Models:
A320 E190

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Job Info

Location

Orlando, Florida, United States

Type

Permanent

Company Details

jetBlue Airways

27-01 Queens Plaza North
Long Island City, New York 11101 USA
www.jetblue.com