Senior Analyst, Partner Performance, Business Insights

🕒 6 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $72.000 - $96.331 / ano

⏰ Tempo Integral

🟠 Sênior

🧐 Analista

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Frontier Airlines

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1994

✈️ Turismo

📦 Logística

🚗 Transporte

Travel • Logistics • Transport

A Frontier Airlines é uma companhia aérea comercial de baixo custo baseada nos EUA, que opera voos de passageiros programados em rotas domésticas e algumas rotas internacionais. Oferece reserva online e gestão de viagens, um programa de fidelidade (FRONTIER Miles), serviços auxiliares (taxas de bagagem, seleção de assentos, pacotes como Discount Den e GoWild Pass), ofertas de cartão de crédito co-branded e suporte ao cliente e ferramentas de viagem. A companhia aérea enfatiza viagens econômicas, promoções e iniciativas de sustentabilidade (se posicionando como uma companhia aérea verde).

Descrição

• Lead reporting, analytics, and performance insights across vendor operations • Build, maintain, and evolve Power BI dashboards, executive scorecards, and performance reporting for Customer Care vendor operations • Analyze KPIs across vendors, channels, queues, sites, workflows, and lines of business • Identify trends, root causes, risks, and performance gaps • Deliver business insights, data-driven narratives, and actionable recommendations to Customer Care leadership and operational partners • Support vendor business reviews, Monday Operations reviews, executive readouts, and partner performance discussions • Partner with Operations, Quality, Training, Workforce, Finance, Digital Transformation, and BPO partners • Validate reporting accuracy, data sources, partner files, KPI definitions, and dashboard outputs • Connect volume, SLA, ASA, AHT, abandon rate, queue health, capacity, and staffing trends to workforce and partner delivery decisions • Translate CSAT, FCR, repeat contact, complaint, DOT, and customer sentiment data into operational insights • Support ad hoc data pulls, analysis requests, audit support, queue reviews, complaint analysis, and special projects • Assist with reporting roadmaps, owners, timelines, dependencies, risks, and mitigation plans • Participate in knowledge transfer, dashboard development alignment, and technical troubleshooting • Work under general supervision with independent judgment and proactively escalate issues or recommendations

🎯 Requisitos

• 5+ years of experience in business analytics, contact center reporting, operations analytics, vendor operations, workforce analytics, customer experience analytics, or a related role • Experience building dashboards, scorecards, reporting packages, or executive business reviews • Strong Excel and data-analysis skills • Ability to interpret data, identify trends, validate assumptions, and make recommendations • Experience working with operational KPIs such as SLA, AHT, abandon rate, CSAT, FCR, repeat contact, transfer rate, queue health, productivity, and complaint trends • Strong analytical thinking and ability to identify trends, root causes, anomalies, data gaps, and performance risks • Ability to translate complex operational data into clear business narratives, executive summaries, and actionable recommendations • Strong communication and presentation skills • Ability to manage multiple priorities, reporting requests, dependencies, and deadlines • Ability to partner cross-functionally with Operations, Workforce, Quality, Training, Finance, Digital Transformation, analytics teams, and BPO partners • Comfort working in ambiguity while building structure, standards, reporting routines, and repeatable processes • Preferred: Contact center, airline, travel, hospitality, customer care operations, BPO, or vendor partner operations experience • Preferred: Power BI, Databricks, SQL, dashboard development, business intelligence, workforce planning, capacity reporting, data governance, or source validation experience • Preferred: Experience supporting executive reporting, QBRs, MBRs, vendor business reviews, or customer experience improvement plans

🏖️ Benefícios

• Medical, dental and vision coverage • 401(k) retirement savings options • Paid holidays, vacation time and sick time • Travel privileges on Frontier Airlines and participating partner airlines • Buddy passes • Travel-related discounts and employee discounts on select products, services and vendors • A hybrid schedule for eligible headquarters roles based in Denver, Colorado • Business casual dress options for eligible corporate and support roles • Employee support programs and resources, including the HOPE League