Position Summary

The Senior Manager Workforce Management reports directly to the Managing Director Customer Support and is responsible for the strategy and operational execution of matters related to workforce planning and analytics, for Customer Support globally. This includes, but not limited to, directly providing expertise, leadership and support related to optimizing the workforce, utilization of the suite of products and tools to be used appropriately, to drive most accurate forecasting, scheduling and real time management of all Omni-channels. The individual will also provide subject matter expertise to ongoing evaluation and selection of a WFO solution, inclusive of deep knowledge and understanding of QA and Speech analytics. All business intelligence creation and output, in order to drive best in class practices related to productivity, efficiencies and CSAT, will be delivered to the operational teams for actions.

The Senior Manager is comfortable with maintaining a public profile and building relationships throughout the organization. The General Manager is also able to change priorities and focus to meet business demands, excels when working on complex projects, is motivated to deliver results, and exhibits the JetBlue values of Safety, Caring, Integrity, Passion and Fun.

Essential Responsibilities

• Lead capacity planning, forecasting and scheduling for the Customer Support department in an omni-channel focused environment, using service levels, contact volume, contact patterns, productivity, workforce management systems and workflow
• Lead customer support and customer insights teams and associated KPIs, such as CSAT and NPS to ensure excellent customer journey
• Manage internal and external headcount plans to align with financial forecasts and ensure adequate crewmember levels to achieve company goals.
• Develop and deliver reporting to provide insights to the business around service KPIs, volumes, staffing levels, and costs.
• Create best-in-class reporting processes, allowing for improved visibility, comprehensibility, efficiency, and scalability of departmental reporting.
• Act as a thought leader within the Customer Support organization; bring data-driven insights to the table and work collaboratively to continuously improve departmental performance.
• Translate forecasts and business goals into strategic operational strategies and goals / standards at the department, team and individual level.
• Lead business partner relationships and SLAs
• Oversee RTA, staying close to departmental activities at the individual crew member level to ensure adequate daily resource allocation and creating efficiency in scheduling processes and procedures.
• Lead a strong working relationship with internal business partners such as IT, ensuring that we have the right tools to drive a better customer experience
• Overall lead and responsibility of ensuring the suite of products and systems align with the ongoing larger customer support strategy – related to WFO and CCAAS.
• Responsible for annual budgets and forecasts on a monthly basis, related to all omni-channels
• Take a significant role in the development of Crewmembers to support their engagement, growth, and goal achievement
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s degree; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant experience
• Six (6) years of Workforce Management Experience
• Five (5) years of leadership experience
• Highly analytical with an ability to translate data into actionable insights, strategies and goals.
• High level of business acumen and demonstrated understanding of operational KPIs in the Customer field.
• Robust software experience (Avaya, Alvaria, Genesys)
• Experience building advanced reports and models in Excel
• Experience managing business partner relationships, including outsourced contact centers and technology partners.
• Experience utilizing customer insight analyses to drive continuous improvement of team performance.
• Ability to communicate effectively and appropriately to all levels of the organization, and to external customers / partners.
• Team player with an ability to work collaboratively
• Highly organized, attentive to details and efficient with focus on execution, problem solving, and improving processes in a fast-paced, flexible environment.
• Available for occasional overnight travel (10%)
• In possession of valid travel documents with the ability to travel in and out of the United States
• Able to work flexible hours and be available for emergency response on short notice
• 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
• Authorization to work in the US is required, this position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Ten (10 years of Workforce Management experience
• Eight (8) years of leadership experience
• Experience managing an Omni channel with one million+ contacts per month
• Prior experience leading a fully remote team
• Prior leadership experience with Business Process Outsourcing
• Prior experience managing a budget

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
• Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
• 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))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities
  

Equipment:

• Computer and other office equipment

Work Environment:

• Normal Office Environment
• Airports Environment

Physical Effort:

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