Position Summary:

The Manager Workforce Management provides expertise, leadership and support to execute the Customer Support Strategy with specific focus on Workforce Management Optimization and implementation of Amazon Connects Contact Center as a Solution (CCaaS). The Manager coordinates with various departments and leaders to ensure that the suite of products and applications utilized by Customer Support to schedule, forecast and manage internal resources are optimized to meet the objectives of the Customer Support Strategy. The Manager is responsible for delivering accurate contact center forecasts including maintaining customer support resource planning, creation of shift bids to support the operational need, along with oversight of same day forecasting and staffing needs within the Customer Support Operations Center. The Manager collaborates with all areas of Customer Support to deploy the Amazon Connect solution to internal and business partner resources, and to ensure needs and issues specific to workforce tools are known and worked appropriately.

Essential Responsibilities:

• Lead the Workforce Planning & Analytics (WPA) Team to plan, create and execute long range contact center forecasts
• Lead the Workforce Planning & Analytics (WPA) Team to schedule Customer Support crewmembers
• Lead the Associate Analyst team to manage day-of forecasting and staffing needs within the Customer Support Operations Center
• Manage the business relationship with Aspect and Amazon, in coordination with IT
• Manage relationships with our external business partners for outsourced task processing and needs
• Identify areas where business policies and procedures may require change as it relates to Workforce Planning Technology Software functionality, including managing the prioritization and internal development work to support the Workforce Planning Technology Software suite of products
• Work with various departments and provide, when necessary, assistance in project management to move initiatives forward
• Define and use project management techniques when engaged in projects/programs
• Take a significant role in the development of Crewmembers to support their engagement, growth and goal achievement, and on utilizing Aspect Alvaria and Amazon Connect
• Other projects and duties as assigned

Minimum Experience and Qualifications:

• High School Diploma or General Education Development (GED) Diploma
• Five (5) years of Leadership experience
• Two (2) years of experience in analysis and metrics development
• Two (2) years of experience in supervisory role within Workforce Management
• Demonstrated experience in Workforce Management principles
• Demonstrated experience in call center workforce management software (NICE, eWFM, Alvaria, Verint, Calabrio, etc.)
• Demonstrated experience in call center telephony or cloud-based customer solution software (Avaya, Amazon Connect, Genesys, Five9, etc.)
• Ability to analyze and troubleshoot problems
• Effective coaching and mentoring skills
• Ability to communicate ideas and recommendations to all levels within the Company
• Ability to manage multiple projects and meet stringent deadlines
• Excellent verbal and written communication skills
• Effective research skills including the ability to analyze information and make determinations in accordance with Company guidelines
• Proficient with the Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
• Available for occasional overnight travel (15%)
• Flexible and able to work at any time, including nights, weekends, and holidays
• Must 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:

• Bachelor’s Degree with a focus in mathematics, computer science or statistics
• Two (2) years’ experience in workforce management
• Three (3) years’ experience in project management or Project Management Certification (PMP)
• Knowledge in relational database and query languages
• Knowledge of system dependencies
• Strong interpersonal and leadership skills
• Ability to work in a high pressure environment
• Experience with Amazon Connect, Aspect Alvaria

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:

• Traditional office environment
• Schedule, including nights, weekends, holidays and overtime

Physical Effort:

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