Call Center Workforce Planning Specialist

Alaska Airlines

Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.

The Call Center Workforce Planning Specialist uses systems and real-time data to forecast short-term and long-term staffing needs which includes scheduling for Alaska Air Group’s (AAG’s) multiple Call Center lines of business.  As an individual contributor, this role focuses on partnering with management to maintain the Workforce Planning data.

• Ensures that call/chat volumes and required staff are forecasted accurately and managed daily through workforce adjustments and system application management.
  • Uses real-time data to analyze the operation and re-forecast or adjust staffing to meet daily volume and average handling time.
  • Makes staffing decisions and communicates operational data and real-time impact to the operations staff, reservations leadership, and to agent groups.
  • Coordinates “off-phone time” with Training and Leadership groups (e.g., training classes, meetings, and employee recognition, etc.).
• Forecasts, delivers, and administers long-term Workforce Planning for multiple Call Center lines of business, to include:
  • Creation of shift bids (locations include multiple Reservations offices, Customer Care, Central Baggage Services, and Passenger Record Support).
  • Coordinates all holiday bids and the annual vacation bids.
  • Tracks and processes agent movement.
• Supports the manager in running long-term and Intra-day Performance (IDP) forecasts for scheduling.
• Enters and maintains data accuracy in Call Center statistical spreadsheets.
  • Schedules reports, analyzes data, identifies trends, and makes recommendations.
  • Performs audits of exceptions and reports areas of concern to Call Center leadership.
• Builds and maintains a cooperative relationship with Union representatives.
• Assists Call Center Operation Specialists with daily operational oversight and supports the frontline staff with questions and troubleshooting connectivity, technical issues or equipment failures.

Required

• Bachelor’s degree or 2 years of experience in a relevant discipline/function, or related area, in lieu of this degree.
• Strong analytical skills.
• Working knowledge of Microsoft Excel.
• Strong verbal and written communication skills.
• The ability to work varied shifts and additional hours to meet operational needs.
• High school diploma or equivalent required.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Experience using a Workforce Management application.
• Knowledge and understanding of forecasting, planning and scheduling.
• Knowledge of COPS contract for bidding processes and work rules.

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

$52,700 --- $73,800 / year

Pay will be based on multiple factors, including and not limited to location, relevant experience/level and skillset while balancing internal equity relative to other Alaska/Horizon employees. Alaska/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

 

Note: It isn’t typical to be hired at the top of the range.

Alaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

 

• Free stand-by travel privileges on Alaska Airlines & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off
   

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.

Non-Exempt
Full-Time
Regular
Management
4/11/2024
Seattle

We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.

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