• High School Diploma or General Education Development (GED) Diploma
• One (1) year of prior analyst or relevant experience
• Candidates must demonstrate Data Analysis, Data Storytelling, and SQL Coding skill in a work sample assessment
• Experience in contact center metrics, processes and reporting
• Excellent verbal and written communication skills
• Proficiency in Data Visualization Tools: Strong knowledge in Visualization Software (like Tableau, Qlik, PowerBI), and SQL
• Data Storytelling: Strong demonstrated ability to translate complex data into compelling narratives. Experience creating dashboards or reports that effectively communicate insights to both technical and non-technical audiences
• Attention to Detail: Proactively identify data quality, ability to assess the reliability and relevance of the data sources to ensure that the collected data is accurate and representative of the target population
• Effective analytical skills: proven ability to gather and interpret data, identify trends, develop and present business insights leading to business strategies
• Intermediate level Microsoft Excel (formulas, pivot tables, data validation, merging data sets)
• Highly motivated individual, capable of taking initiative, flexible within a constantly changing environment

• Ability to effectively manage and prioritize multiple tasks
• Experience in contact center metrics, processes and reporting

• Available for occasional overnight travel (10%)
• Able to travel to the office as needed due to mandatory office days, trainings, meetings, etc.
• Able to provide one telephone line and a high-speed internet connection minimum of:
  • Without VOIP: minimum 1.5 Mbps download and 256K upload speed
  • With VOIP: minimum 3 Mbps download and 512K upload speed
• Demonstrate proficiency in reading, writing and speaking English
• Able to provide a safe and professional office-work environment, free from background noise and distraction
• 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

• Must be 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 in related field
• Two (2) years of analyst experience, preferably in the airline/travel industry or a contact center
• Two (2) years of customer service, sales, finance, or airline experience
• Experience in Microsoft Forms and Flows
• Experience with Relational Databases: Proficient in connecting to and querying relational databases using SQL. Able to write complex SQL queries for data extraction and analysis
• Amazon Connect Experience: Hands-on experience working with Amazon Connect and Amazon Connect Console setting up categories and rules to understand why customers are calling.  
• Knowledge of Aspect Scheduling Suite
• Ability to work independently and in a high-pressure team environment

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
• 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))
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:                                                                                                    

• Expected to fulfil a blend of work from home and office to fulfil necessary collaboration or if experiencing technical difficulties at home
• Must provide a safe and professional work at-home environment, free from background noise and distraction

Physical Effort: 

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