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Sr Analyst, Service Center Performance - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Fort Worth, TX Fort Worth, Texas |
About this job
The Employee Services System Administrator is a member of the Employee Service Center (ESC) and part of the People Department at American Airlines. This position reports to the Director of the Employee Service Center and is responsible for pproviding analysis of ESC performance, content management and recommending operational changes and improvements based on the evaluation of data and trends. They also utilize tools and data to assist in monitoring Service Levels and Key Performance Indicators (KPIs) to ensure that performance is maintained within set parameters. This involves producing scheduled and ad hoc reports, investigating/resolving issues and presenting information in a clear and concise format.
Responsibilities/Duties
Consistently monitor and evaluate ESC performance statistics to identify and report trends and propose action plans to address issues Identify gaps in resource material and work closely with COE content Managers to address concerns. Gather data from multiple sources and consolidate via spreadsheets Work with internal partners to perform quality assurance checks on system configuration, test workflow for proper functionality, troubleshoot, and resolve problems Maintain configuration of the ESC case management system to support business processes in partnership with other HR Leadership and other system administrators Work with 3rd party provider to remain current on quarterly release system specifications, managing system changes, and communicating updates to impacted stakeholders Perform analysis for system improvements and assist and participate in system test design, system testing and support of the user during transition stages to oversee adoption and ease of use Partner with key stakeholders to solve system issues and ensure their needs are supported Develop concise documentation for report generating processes/routines Conduct and continuously improve reporting to ensure reliability, validity and integrity of the data used in management reporting and analysis Suggest process improvements that can streamline and improve customer service Achieve operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change Focus on providing outstanding customer service daily to both external and internal customers Perform other duties as required
Qualifications
Education / Experience Requirements
One (1) year of experience developing and monitoring call center metrics; specifically for operational performance results regarding quality, agents, command center performance Experience working with various HR Systems Able to define report requirements Requirements Gathering and Documentation XML and HTML experience, Configuration of Tables and System Security Roles Intermediate to Expert MS Office Excel skill set Excellent communication (written and oral) including presentation skills (MS Visio, MS PowerPoint) and interpersonal skills Working knowledge of SharePoint Ability to prepare project documents for presentations, user manuals, training manuals, policies and procedures Proven ability to work collaboratively across teams to manage a team-oriented project Proven ability to work creatively, innovatively and analytically in a problem-solving environment Ability to work independently and manage multiple task assignments Strong problem solving and troubleshooting skills with the ability to exercise mature judgment Strong organization, time and project management skills and multi-tasking abilities required Self-motivated Ability to maintain confidentiality Key Skills / Abilities / Traits
Experience developing KPIs for multiple processes Analytical team leadership experience Advanced-level skill and experience in operations performance analysis in a customer-based Service Center environment Expert knowledge in Call Center tools, systems and technology Expertise in problem-analysis and problem-solving tools and techniques Working knowledge of Service Level Agreements (SLAs) Expert-level skill in Microsoft Excel Demonstrated effectiveness in collaboration, communication and influencing Working knowledge of Human Resources processes Ability to successfully operate in a fast-paced group environment.
Department:
Human Resources
Location:
US-TX-Fort Worth
Posted Date:
9/2/2016 12:47:33
Expiration Date:
9/9/2016 23:59:00
Requisition ID:
1606499
Work Schedule
Full Time
Equal Opportunity Employer/Disabled/Vets
jobpost-33782
aa
Responsibilities/Duties
Consistently monitor and evaluate ESC performance statistics to identify and report trends and propose action plans to address issues Identify gaps in resource material and work closely with COE content Managers to address concerns. Gather data from multiple sources and consolidate via spreadsheets Work with internal partners to perform quality assurance checks on system configuration, test workflow for proper functionality, troubleshoot, and resolve problems Maintain configuration of the ESC case management system to support business processes in partnership with other HR Leadership and other system administrators Work with 3rd party provider to remain current on quarterly release system specifications, managing system changes, and communicating updates to impacted stakeholders Perform analysis for system improvements and assist and participate in system test design, system testing and support of the user during transition stages to oversee adoption and ease of use Partner with key stakeholders to solve system issues and ensure their needs are supported Develop concise documentation for report generating processes/routines Conduct and continuously improve reporting to ensure reliability, validity and integrity of the data used in management reporting and analysis Suggest process improvements that can streamline and improve customer service Achieve operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change Focus on providing outstanding customer service daily to both external and internal customers Perform other duties as required
Qualifications
Education / Experience Requirements
One (1) year of experience developing and monitoring call center metrics; specifically for operational performance results regarding quality, agents, command center performance Experience working with various HR Systems Able to define report requirements Requirements Gathering and Documentation XML and HTML experience, Configuration of Tables and System Security Roles Intermediate to Expert MS Office Excel skill set Excellent communication (written and oral) including presentation skills (MS Visio, MS PowerPoint) and interpersonal skills Working knowledge of SharePoint Ability to prepare project documents for presentations, user manuals, training manuals, policies and procedures Proven ability to work collaboratively across teams to manage a team-oriented project Proven ability to work creatively, innovatively and analytically in a problem-solving environment Ability to work independently and manage multiple task assignments Strong problem solving and troubleshooting skills with the ability to exercise mature judgment Strong organization, time and project management skills and multi-tasking abilities required Self-motivated Ability to maintain confidentiality Key Skills / Abilities / Traits
Experience developing KPIs for multiple processes Analytical team leadership experience Advanced-level skill and experience in operations performance analysis in a customer-based Service Center environment Expert knowledge in Call Center tools, systems and technology Expertise in problem-analysis and problem-solving tools and techniques Working knowledge of Service Level Agreements (SLAs) Expert-level skill in Microsoft Excel Demonstrated effectiveness in collaboration, communication and influencing Working knowledge of Human Resources processes Ability to successfully operate in a fast-paced group environment.
Department:
Human Resources
Location:
US-TX-Fort Worth
Posted Date:
9/2/2016 12:47:33
Expiration Date:
9/9/2016 23:59:00
Requisition ID:
1606499
Work Schedule
Full Time
Equal Opportunity Employer/Disabled/Vets
jobpost-33782
aa
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