Associate Analyst - Contact Center Reporting & Administration
Job description
Come join us to create what’s next. Let’s define tomorrow, together.
Description
Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.
Job Overview and Responsibilities
This position is responsible for generating and publishing daily, weekly and monthly reports. This includes operational reports from various data sources and for different lines of businesses and contact channels. This position also looks at trends and brings out the relevant information from the data trends. Looks for unusual trends and highlights it to the stakeholders in a timely manner. Makes recommendations to streamline the reports and looks for opportunities to automate them. Position also performs agent administrative tasks including profile management and updating agent schedule information in Aspect Work Force Management system.
- Generates and publishes daily, weekly and monthly reports and dashboards
- Maintains historical data to facilitate quick turn ad hoc trend analysis
- Analyzes trends and provides insights into unusual activity
- Performs agent administrative tasks and maintains employee profiles in various systems
- Builds data models and looks for opportunities to continuously improve and automate
- Reporting: Publishes daily, weekly and monthly reports
- Analysis: Brings out trends in data and provides insights
- Data management: Builds models to maintain historical data
- Administrative: Maintains accurate agent profiles and maintains accurate and timely schedule updates
This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.
Qualifications
What’s needed to succeed (Minimum Qualifications):
- Bachelors degree or equivalent work experience
- 2+ years of experience working with data and reporting
- Analytical skills are essential
- Excel – Advanced level required
- PowerPoint – Above average
- Must have strong organizational skills, with proven ability to multi-task
- Collaboration skills are essential: Team player
- Must be legally authorized to work in India any employer without sponsorship
- Must be fluent in English and Hindi (written and spoken)
- Successful completion of interview required to meet job qualification
- Reliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications):
- Prior analytical work experience
- Prior contact center work force management experience preferred
- Knowledge of Spotfire or Tableau helpful
Continuous improvement (Six Sigma or similar methodologies) skills desirable
