**Experienced Full Stack Customer Care Analyst – Performance Analytics and Reporting Expert (Remote Work from Home)**

**Job Summary:** Join arenaflex, a leading airline company, in its mission to deliver exceptional customer care experiences. As an Experienced Full Stack Customer Care Analyst – Performance Analytics and Reporting Expert, you will play a crucial role in driving execution enhancements across the customer assistance association. This is a unique opportunity to work in a dynamic and fast-paced environment, collaborating with a team of experts to analyze and improve customer service performance. **About arenaflex:** arenaflex is a renowned airline company that prides itself on its commitment to customer satisfaction and employee well-being. With a strong focus on innovation and teamwork, arenaflex has established itself as a leader in the airline industry. As a remote work-from-home employee, you will be part of a global team that values flexibility, work-life balance, and professional growth. **Key Responsibilities:** * Research and analyze customer service performance metrics, including but not limited to: + Average handle time (AHT) + Abandonment calls + After-call work (ACW) + First Call Resolution (FCR) + Consumer satisfaction scores (CSAT) + Other relevant metrics as per the current business needs * Research and analyze consistency metrics of customer service representatives, including but not limited to: + Participation + Adherence + Login/logout + No-call, no-show + Banner reasons + Time away + Overtime + Other relevant metrics as per the current business needs * Identify connections between customer service metrics using data analysis to drive process and performance improvements * Create dashboards and reports at various levels across the customer service organization, including team-level metrics * Collaborate with a team of analysts to automate reporting for all customer service metrics using tools like Tableau/Power BI/Snowflake * Develop and maintain all reporting required to manage recognition and reward programs for customer service, including tracking the effectiveness of the recognition program and providing recommendations for improvement * Participate in Contact Center as a Service (CCaaS) performance analysis to create reports and dashboards that identify customer patterns based on plans from CCaaS * Other duties as assigned **Essential Qualifications:** * High school diploma or equivalent (GED) * One (1) year of prior analyst or relevant experience * Competitors should demonstrate Data Analysis, Data Storytelling, and SQL Coding skills in a work test evaluation * Excellent verbal and written communication skills * Ability to read, write, and communicate in English * Willingness to travel to the office on a case-by-case basis due to mandatory office days, training sessions, meetings, etc. * Ability to provide one phone line and a high-speed internet connection as essentials: + Without VOIP: minimum 1.5 Mbps download and 256K upload speed + With VOIP: minimum 3 Mbps download and 512K upload speed * Essential knowledge in Business Intelligence tools (like Tableau, Qlik, PowerBI), and SQL * Shown expertise in data storytelling using a complex dataset to present insights, patterns, or trends * Middle-level Microsoft Excel skills (formulas, pivot tables, data validation, combining datasets) * Ability to provide a safe and professional home-workplace, free from background noise and interruptions * Extremely energetic individual, able to step up to the plate, adaptable within a constantly changing environment * Ability to manage and prioritize multiple tasks simultaneously * Strong analytical skills, including the ability to collect and interpret data, identify trends, create and present business insights leading to business strategies * Experience in contact center metrics, processes, and reporting * Strong empathy, ability to focus on all aspects of a project, regardless of how small, and produce quality work free from errors and discrepancies * Proactively recognize data quality, ability to evaluate the reliability and importance of the data sources to ensure that the collected data is accurate and representative of the target population * Available for occasional short-term travel (10%) * Adaptable and willing to work at any time, including evenings, weekends, and holidays * Must pass a ten (10) year background check and pre-employment drug test * Must be legally qualified to work in the country in which the position is located * Approval to work in the US is required. This position is not eligible for visa sponsorship **Preferred Qualifications:** * Four-year degree in a 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 Dynamics and PowerApps * Knowledge of Avaya CMS dataset items and estimations or Amazon Associate contact records * Knowledge of Angle Planning Suite * Ability to work independently and in a high-pressure team environment * Crewmember Expectations: + Regular attendance and reliability + Likely need to work flexible hours and be available to answer without prior notice + Willingness to maintain a professional appearance + While working or traveling on JetBlue flights, and if time allows, all able Crewmembers are expected to assist with light cleaning of the aircraft + Should be a suitable cultural fit for the arenaflex culture, i.e., display the arenaflex values of Safety, Mindfulness, Respect, Enthusiasm, and Fun + Advance arenaflex's #1 value of safety as a Health Ambassador, supporting arenaflex's Health Management Framework (SMS) components, Health Strategy, and conduct standards + Recognize health and safety concerns, issues, incidents, or risks that should be reported and report them as soon as possible and without hesitation, including arenaflex's confidential reporting frameworks (Flight Health Activity Program (FHA) or Safety Activity Report (SAR)) **Hardware and Workplace:** * PC and other office equipment * Expected to satisfy a mix of work from home and office to satisfy necessary collaboration or if encountering technical difficulties at home * Should provide a safe and professional home-workplace, free from background noise and interruptions **Physical Exertion:** * Generally not required, or up to 10 pounds occasionally, 0 pounds regularly. (Inactive) **How to Apply:** If you are a motivated and detail-oriented individual with a passion for customer service and data analysis, we encourage you to apply for this exciting opportunity. Please visit our website at [insert link] to submit your application. Apply for this job