Title:  Analyst Customer Support Performance Analytics

Position Summary

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 ad hoc 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.

Essential Responsibilities

• Database Management: Connect and query relational databases to extract data relevant to customer inquiries, trends, and crewmember performance.
• SQL & Data Handling: Use SQL to write and execute complex queries to pull data for reporting purposes. Ensure accuracy and consistency in the data extracted for internal teams and clients.
• Data Storytelling: Synthesize complex data into clear, concise, and actionable insights. Create compelling visualizations and reports that communicate findings to both technical and non-technical stakeholders. Identify relationships between Customer Support metrics to drive process and performance improvements
• Process Optimization: Identify opportunities to improve customer support processes, reduce response times, and enhance customer satisfaction through data-driven solutions.
• Amazon Connect Expertise: Use your prior Amazon Connect expertise to help improve contact center operations and reporting for more efficient support and understand customer intents for calling along with all other data points
• 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
• Reporting & Dashboards: Create dashboards and reporting at multiple levels across the Customer Support Enterprise including business partner metrics, automate reporting using Tableau/Snowflake, and administer reward and recognition programs for Customer Support
• Other duties as assigned

Minimum Experience and Qualifications

• 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
• Experience in contact center metrics, processes and reporting
• Excellent verbal and written communication skills
• Proficiency in Data Visualization Tools: Strong knowledge in Visualization Software (like Tableau, Qlik, PowerBI), and SQL
• Data Storytelling: Strong demonstrated ability to translate complex data into compelling narratives. Experience creating dashboards or reports that effectively communicate insights to both technical and non-technical audiences
• Attention to Detail: 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
• Effective analytical skills: proven ability to gather and interpret data, identify trends, develop and present business insights leading to business strategies
• Intermediate level Microsoft Excel (formulas, pivot tables, data validation, merging data sets)
• Highly motivated individual, capable of taking initiative, flexible within a constantly changing environment

• Ability to effectively manage and prioritize multiple tasks
• Experience in contact center metrics, processes and reporting

• Available for occasional overnight travel (10%)
• 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 minimum of:
  • Without VOIP: minimum 1.5 Mbps download and 256K upload speed
  • With VOIP: minimum 3 Mbps download and 512K upload speed
• Demonstrate proficiency in reading, writing and speaking English
• Able to provide a safe and professional office-work environment, free from background noise and distraction
• 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 Experience and Qualifications

• 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
• Experience with Relational Databases: Proficient in connecting to and querying relational databases using SQL. Able to write complex SQL queries for data extraction and analysis
• Amazon Connect Experience: Hands-on experience working with Amazon Connect and Amazon Connect Console setting up categories and rules to understand why customers are calling.  
• Knowledge of Aspect Scheduling Suite
• Ability to work independently and in a high-pressure team 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 (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:                                                                                                    

• Expected to fulfil a blend of work from home and office to fulfil necessary collaboration or if experiencing technical difficulties at home
• Must provide a safe and professional work at-home environment, free from background noise and distraction

Physical Effort: 

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