Senior Analyst Workforce Planning & Ana

Position Summary :

The Senior Analyst Workforce Planning & Analytics works directly with the Manager Workforce Planning & Analytics to provide expertise, leadership and support for the Customer Support strategy as well as coaching and mentoring department Analysts. The Senior Analyst works closely with Business Planning to support direct reports in reviewing, updating, and making recommendations for the Customer Support budget models. The Senior Analyst is responsible for overseeing the Workforce Planning team in analyzing staffing needs, creating and monitoring contact center scheduling, forecasting contact center trends, monitoring same day staffing decisions, and analyzing other contact center metrics. The Senior Analyst is responsible for overseeing the relationship between JetBlue and TCS as it pertains to shift bids and schedule adjustments.

Essential Responsibilities :

• Guide the Workforce Planning & Analytics Analysts to plan, create and execute long range contact center forecasts
• Guide the Associate Analyst team to maximize efficiency through fluctuating staffing levels
• Guide the Coordinator team in processing Shift Bids and schedule adjustments, and escalations relating to Workforce processes
• Develop and mentor the Workforce Planning & Analytics Team to support a broad range of projects, analysis, and reporting specific to Customer Support needs
• Take a significant role in the development of Crewmembers to support their engagement, growth, and goal achievement
• Perform high profile or complex analyses
• Identify and implement process improvements or best practices as it relates to Workforce Management
• Work closely with Business Planning to monitor and review the Customer Support budget each month and make recommendations for budget adjustments
• Maintain effective communication and collaboration with Leadership and CEX Operations team
• Other duties as assigned

Minimum Experience and Qualifications :

Preferred Experience and Qualifications :

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JetBlue Airways is an 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, disability, protected veteran status, or any other legally protected basis.