Purpose of Position

The Contact Center Operations Analyst, who reports to the Flight Center Training Director, works to oversee agents in the NetJets Flight Center who are responsible for taking Owner, crew, and vendor calls. The Contact Center Operations Analyst will monitor real time call flows along with providing analysis to create best practices as it relates to call flows. This position will work closely with work force management to ensure accuracy of employee forecasting to deliver the right employee, at the right time, at the right place.

Tasks and Responsibilities

• Responsible for workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constantcommunication with Flight Center Management
• Manage ‘day of’ impact to Flight Center communication production and provide direction to resolve
• Perform statistical analysis of call information in an effort to develop intraday, daily, and weekly forecasts for production management
• Analyze and produce call routing strategies in partnership with Flight Center leadership
• Provides actionable data and feedback surrounding communication analysis to all Flight Center Leadership

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

• Experience with Avaya CMS supervisor or similar application
• Expert-level understanding of Excel
• Basic understanding of workforce optimization software
• Strong problem solving skills
• Demonstrative executive presence and ability to influence at the senior levels of the organization
• Ability to improve others performance through education, mentoring, and coaching
• Strong interpersonal and customer service skills
• Excellent presentation, written, and verbal communication skills
• High level of proficiency as it relates to product and process documentation
• A continuous learning mindset