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Title:  Manager Workforce Planning & Analytics


Salt Lake City, UT, US, 84121 Orlando, FL, US, 32827

Req ID:  51817

Position Summary: 

The Manager Workforce Planning and Analytics provides expertise, leadership, and support to execute the Customer Support Strategy with specific focus on Workforce Optimization. The Manager coordinates with various departments and leaders to ensure that the suite of products and applications utilized by Customer Support to schedule, forecast and manage internal resources are optimized to meet the objectives of the Customer Support Strategy. The Manager is responsible for delivering accurate contact center forecasts including creation of shift bids to support the operational need, along with oversight of same day forecasting and staffing needs within the CEX Operations Center.  The Manager collaborates with all areas of Customer Support to ensure needs and issues specific to workforce tools are known and worked appropriately.  The Manager is responsible for ensuring delivery of Performance and Dependability data on a regular basis to the Customer Support Leaders to drive efficiencies and productivity as related to the KPI’s.


Essential Responsibilities: 

  • Lead the Workforce Planning & Analytics Team to plan, create and execute long range contact center forecasts
  • Lead the Associate Analyst team to manage day-of forecasting and staffing needs within the CEX Operations Center
  • Lead the Performance and Dependability Analyst team to provide Performance and Dependability data to drive efficiencies and productivity
  • Manage the business relationship with Aspect, in coordination with IT
  • Manage the business relationship with Business Partners for outsourced functions, including contact center performance and task processing
  • Identify areas where business policies and procedures may require change as it relates to Workforce Planning Technology Software functionality, including managing the prioritization and internal development work to support the Workforce Planning Technology Software suite of products
  • Identify areas where business policies and procedures may require a change as it relates to Performance and Dependability
  • Develop and lead the analytics team in a broad range of ad-hoc projects and reporting specific to Customer Support needs
  • Work with various departments and provide, when necessary, assistance in project management to move initiatives forward  
  • Define and use project management techniques when engaged in projects/programs
  • Take a significant role in the development of crewmembers to support the engagement, growth, and goal achievement 
  • Other projects and duties as assigned 


Minimum Experience and Qualifications:  

  • High School Diploma or General Education Development (GED) Diploma
  • Five (5) years Leadership experience 
  • Two (2) years’ experience in workforce management
  • Two (2) years of experience in analysis and metrics development
  • Ability to analyze and troubleshoot problems 
  • Effective coaching and mentoring skills 
  • Ability to communicate ideas and recommendations to all levels within the Company  
  • Ability to manage multiple projects and meet stringent deadlines 
  • Excellent verbal and written communication skills 
  • Effective research skills including the ability to analyze information and make determinations in accordance with Company guidelines 
  • Proficient with the Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer 
  • Available for occasional overnight travel (15%)
  • Flexible and able to work at any time, including nights, weekends, and holidays 
  • 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 with focus in mathematics, computer science or statistics
  • One (1) year experience with Aspect Workforce Optimization systems 
  • Three (3) years’ experience in project management or Project Management Certification (PMP) 
  • Knowledge in relational database and query languages 
  • Knowledge of system dependencies 
  • Strong interpersonal and leadership skills 
  • Ability to work in a high pressure 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 
  • Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System  
  • 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))  
  • Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls  
  • Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities 



  • Computer and other office equipment 


Work Environment:  

  • Normal office environment  
  • Schedule, including nights, weekends, holidays and overtime 


Physical Effort:   

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

JetBlue Airways is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Nearest Major Market: Salt Lake City

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