Description:
I. Position Summary:

The Analyst is involved in the management of call center scheduling, monitoring fluctuating call volumes, forecasting future call volume, analyzing staffing needs, and assisting in the process of coordinating shift bids. In addition, they will provide daily, weekly, monthly, and ad-hoc reports on historical and current call center data.

II. Essential Functions:

Á• Continually monitors and forecasts call volume and call trends to better determine staffing needs
Á• Determines time frames and allotments for Advance Voluntary Time Off (VTO), Paid Time Off (PTO), and Overtime
Á• Maintains and processes team assignments
Á• Handles Crewmember change of status requests
Á• Updates and delivers various tracking and trending reports
Á• Creates ad-hoc reports and analysis as needed
Á• Works closely with Operations Team to maintain effective communication on operational issues
Á• Works with Senior Analysts to support strategic initiatives and continuous improvement
Á• Work with Analysts from other teams on Organizational initiatives
Á• Closely monitors weather, marketing, and any Irregular Operations (IROP) situations for potential impact to the operation

Experience:
III. Minimum Qualifications:

Á• High School Diploma or General Education Development (GED) Diploma
Á• One (1) to three (3) years previous analytical experience
Á• Flexible to work any shift including nights, weekends, and holidays
Á• Regular attendance and punctuality
Á• Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Fun and Passion
Á• Well groomed and able to maintain a professional appearance
Á• Pass a ten (10) year background check and pre-employment drug test
Á• Legally eligible to work in the country in which the position is located
Á• When working or traveling on JetBlue flights, and if time permits, all capable Crewmembers are asked to assist with light cleaning of the aircraft

IV. Knowledge, Skills, and Abilities:

Á• Expert knowledge of Excel
Á• Proficient with the Microsoft Office suite
Á• Experience with Project or other project management tools
Á• Knowledge of SQL or Access
Á• Ability to think creatively to solve problems
Á• Strong JetBlue knowledge and ability to navigate the internet
Á• Passionate about providing excellent service to fellow Crewmembers and Customers
Á• Excellent verbal (telephone) and written communication skills
Á• Excellent organizational and strategic time management skills
Á• Effective research skills including the ability to analyze information, make determinations, and issue progress reports in accordance with Company guidelines
Á• Ability to work independently and in a high pressure team environment
Á• Highly motivated self-starter with the ability to multi-task
Á• Ability to rapidly resolve complex customer service issues

V. Working Conditions:

Equipment:

Á• Computer and other office equipment

Work Environment:

Á• Normal office environment
Á• Present for core hours but may increase based on fluctuating workload demands

Physical Effort:

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