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3 months ago
Hawaiian Airlines
Location: Honolulu
Job type: Permanent
Sector: Operations
Category: Analyst Jobs
Key Responsibilities:

* Maintain outsourced contact center vendor’s operational performance and workforce functions to ensure optimal service and ROI, while delivering an outstanding guest experience

* Analyze performance metrics (AHT, FCR, IR, Cost per Contact, etc.) and customer satisfaction data (NPS, OSAT, etc.) to identify agent efficiency, process improvement, guest experience, and cost savings opportunities

* Develop accurate call/contact forecast models

* Work with Reservations Specialists, and other areas of the business, to understand and evaluate the impact of sales seasonality, fleet and schedule changes, upcoming business initiatives, initial and recurrent training needs, company-wide or destination-specific
special events, etc. on long and short-term workforce needs

* Review programmed logic and assumptions of the call routing and workforce staffing tools

* Identify potential cost reduction opportunities without sacrificing the overall guest experience

* Manage the monthly budget review process

* Work with management to support development of the annual Reservations budget

* Review vendor invoices for accuracy against performance targets and corresponding financial awards/penalties

* Prepare monthly report on expenses compared to budget, as well as month-to-date report of labor and communication costs

* Research any variances against budget

* Lead or support the development of business cases in support of implementation of new processes and technologies design to improve operational efficiency and the guest experience

* Work with outsourced contact center operations to produce ad hoc reports as requested


Minimum Requirements:

* Bachelor’s degree in business, finance, economics, mathematics, or another quantitative field

* 2 years of experience in an analytical role
* Proficient analytical skills, including information gathering, problem solving, financial modeling, and business case development

* Advanced knowledge of Microsoft Excel
* Intermediate knowledge of Microsoft Word and PowerPoint
* Experience building and automating management level reporting
* Excellent verbal and written communication skill and the ability to present to all levels within the organization, including Senior Management

* Effective in working collaboratively with others
* Ability to multi-task and perform in a fast-paced environment
* Ability to work independently and be a self-motivator
* Ability to travel up to 25% of the time, domestically and internationally

Preferred Qualifications:

* Travel industry or contact center experience
* Relevant certifications and professional training programs
* Advanced knowledge of Microsoft Word and PowerPoint

About Hawaiian Airlines

Hawaiian® has led all U.S. carriers in on-time performance for each of the past 14 yearsas reported by the U.S. Department of Transportation. Consumer surveys by Condé Nast Traveler, Travel + Leisure and TripAdvisor have placed Hawaiian among
the top of all domestic airlines serving Hawai‘i.

Now in its 89th year of continuous service, Hawaiian is Hawai‘i’s biggest and longest-serving airline. Hawaiian offers non-stop service to Hawai‘i from more U.S. gateway cities (11) than any other airline, along with service from Japan, South Korea, China,
Australia, New Zealand, American Samoa and Tahiti. Hawaiian also provides approximately 170 jet flights daily between the Hawaiian Islands, with a total of more than 250 daily flights system-wide.

Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available at HawaiianAirlines.com. Follow Hawaiian’s Twitter updates (@HawaiianAir), become a fan on Facebook (Hawaiian Airlines), and follow us on
Instagram (hawaiianairlines). For career postings and updates, follow Hawaiian’s LinkedIn page.

For media inquiries, please visit Hawaiian Airlines’ online newsroom.

* Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
* Please view Equal Employment Opportunity Posters provided by OFCCP
* The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access
to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure
is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41
CFR 60-1.35(c)

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