Title:  Senior Analyst CS Omni Channel Experience

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. 

Minimum Experience and Qualifications

• Bachelor's degree in a relevant field; OR demonstrated capability to perform job responsibilities with the combination of 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
• Proficiency in contact center tools (i.e., Salesforce, Amazon Connect, Genesys, Five9, etc.)
• 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 a related field
• Amazon Connect Certified, or certifications (Cloud Practitioner, Machine Learning) complete within 90 days of employment
• Demonstrated experience in Structured Query Language (SQL)
• 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))
• 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:

• Traditional office environment

Physical Effort:

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