Position Summary:

The Associate Analyst Workforce Planning & Analytics monitors the daily call center call volume and abandon rates and makes appropriate staffing decisions to meet Customer needs through timely telephone response, and maximizes productivity of scheduled Crewmembers. The Associate Analyst makes strategic decisions relating to offering time off options and Overtime (OT), as necessary to minimize labor costs while ensuring the optimal Customer experience.

Essential Responsibilities:

• Monitor abandon rates and initiate required action as necessary

• Offer VTO/OT to maintain desired service level

• Evaluate and make same day staffing decisions regarding time off and OT

• Allocate and review PTO allotments

• Track and escalate tech problems and trends to leadership

• Support Irregular Operations (IROP) situations to assist other departments as needed in managing call volumes due to heavy Customer activity

• Monitor systems tracking Crewmember performance and identify and research coaching opportunities

• Serve as point of contact for Customer Support Leadership in an IROP situation

• Other duties as assigned

Minimum Experience and Qualifications:

• High School Diploma or General Education Development (GED) Diploma

• One (1) year call center or customer service experience

• Proficient with the Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer

• Flexible and able to work at any time, including nights, weekends and holidays

• Able to pass a ten (10) year background check and pre-employment drug test

• Legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications:

• Excellent verbal (telephone) and written communication skills

• Excellent organizational and strategic time management skills

• Effective research skills including the ability to analyze information, make determinations, and issue reports in accordance with Company guidelines

• Ability to adjust well during high pressure and stressful events due to irregular operations

• Ability to work independently and in a team environment

• Highly motivated self-starter with the ability to multi-task

• Ability to rapidly resolve complex customer service issues and provide exceptional customer service

Crewmember Expectations:

• Regular attendance and punctuality

• Potential need to work flexible hours and be available to respond on short-notice

• Well-groomed and 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))

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional Office Environment

• Shift bid schedule, including nights, weekends, holidays and overtime

Physical Effort:

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