Analyst Customer Support Performance Analytics

JetBlue Airways Corporation•Cottonwood Heights, UT

40d•Hybrid

About The Position

The Customer Support Performance Analytics Analyst is an auditing, reporting and analytics function that reports into the Customer Support Workforce Planning and Analysis (WPA) department conducting analysis and research of individual Customer Support Crewmembers performance. The Analyst assumes all research necessary to provide insight and sound recommendations to Customer Support Leadership to drive performance improvements across the Customer Support organization. The Analyst role will partner with Customer Support Leadership to provide automated reporting dashboards and adhoc reporting used to coach, performance manage and administer reward and recognition programs for Customer Support frontline Crewmembers. The Analyst role will collect, interpret and display data to identify trends, develop business insights and help Customer Support optimize processes, reduce costs and take actionable steps to improve Customer Support frontline crewmember performance.

Requirements

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

Nice To Haves

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

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

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