Analyst - Innovation and Solutions III

Supports development and implementation of solutions to improve processes for Contact Center agents and tools. Successful candidates will work collaboratively across the organization, including the operational teams in the field, to ensure project and initiatives are executable for frontline teams. Develop a deep understanding of customer and employee personas, workflow, difficulties, and processes to garner subject matter expertise. This role includes supporting experiences across the customer and Contact Center journey, including initial bookings, servicing of customers travel needs, including seats, refunds, flight changes, upgrades, policy and procedure clarification and more.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Collaboratively support key projects that improve the employee experience and drive customer satisfaction within the contact center experience
• Design and deliver solutions that bring an innovative approach and consider practical limitations
• Conduct in-depth analysis of existing business processes to identify efficiency gains and areas for improvement
• Map out current and future state processes, providing a clear vision for potential enhancements
• Manage project timeline and budget commitments effectively
• Support testing strategy for new processes and tools
• Keep leadership informed of project health through regular status updates and contribute in the development of executive level presentations
• Regularly spend time in the field to gauge operational needs and build relationships with Contact Center leaders to ensure priorities are appropriately aligned
• Collaborate with training, change management, and communications teams to develop and deploy informative and actionable materials to support project updates and deployments

TRAVEL

• Some travel maybe required

KNOWLEDGE
Required

• Proficient in research and requirement creation

SKILLS/ ABILITIES
Required

• Strong verbal and written communication skills
• Microsoft Office and analytical skills
• Demonstrate agility managing through ambiguity and be adaptable in the face of change
• Strong business acumen
• Preferred
• Demonstrated project planning and execution
• Proficiency with Azure DevOps, Jira, or other agile work management tools

EXPERIENCE
Required

• 2+ years of airline customer service experience and/or project management experience
• 1-2 Agile/Scrum experience

EDUCATION AND/OR BACKGROUND
Required

• Bachelor's Degree or equivalent work experience

Required Skills : Scrum Master

Basic Qualification :

Additional Skills :


Background Check : No


Drug Screen : No