Associate Analyst - Contact Center Reporting & Administration

United Airlines India Knowledge Center; Gurugram District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

United Airlines India Knowledge Center is looking for a data-driven analyst to generate and publish daily, weekly and monthly reports from multiple data sources. You will monitor trends, build dashboards, and automate reports while supporting the contact center and operations teams.

Ideal candidates have a Bachelor's degree, 2+ years of data experience, advanced Excel, strong analytical and communication skills, and the ability to work across teams in English and Hindi.

Qualifications

• Bachelor's degree or equivalent work experience.
• 2+ years of experience working with data and reporting.
• Analytical skills are essential.
• Excel – Advanced level required.
• PowerPoint – Above average.
• Must have strong organizational skills, with proven ability to multi-task.
• Collaboration skills are essential: Team player.
• Must be legally authorized to work in India any employer without sponsorship.
• Must be fluent in English and Hindi (written and spoken).
• Successful completion of interview required to meet job qualification.
• Reliable, punctual attendance is an essential function of the position.

Responsibilities

• Generates and publishes daily, weekly and monthly reports and dashboards.
• Maintains historical data to facilitate quick turn ad hoc trend analysis.
• Analyzes trends and provides insights into unusual activity.
• Performs agent administrative tasks and maintains employee profiles in various systems.
• Builds data models and looks for opportunities to continuously improve and automate.
• Reporting: Publishes daily, weekly and monthly reports.
• Analysis: Brings out trends in data and provides insights.
• Data management: Builds models to maintain historical data.
• Administrative: Maintains accurate agent profiles and maintains accurate and timely schedule updates.

Skills

Data analysis

Reporting

Excel (Advanced)

PowerPoint (Above average)

Multi-tasking

Team player

English & Hindi fluency

Analytical skills

Education

Bachelor's degree or equivalent

Tools

Spotfire

Tableau

Job description

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Description

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

Job Overview And Responsibilities

This position is responsible for generating and publishing daily, weekly and monthly reports. This includes operational reports from various data sources and for different lines of businesses and contact channels. This position also looks at trends and brings out the relevant information from the data trends. Looks for unusual trends and highlights it to the stakeholders in a timely manner. Makes recommendations to streamline the reports and looks for opportunities to automate them. Position also performs agent administrative tasks including profile management and updating agent schedule information in Aspect Work Force Management system.

• Generates and publishes daily, weekly and monthly reports and dashboards
• Maintains historical data to facilitate quick turn ad hoc trend analysis
• Analyzes trends and provides insights into unusual activity
• Performs agent administrative tasks and maintains employee profiles in various systems
• Builds data models and looks for opportunities to continuously improve and automate
• Reporting: Publishes daily, weekly and monthly reports
• Analysis: Brings out trends in data and provides insights
• Data management: Builds models to maintain historical data
• Administrative: Maintains accurate agent profiles and maintains accurate and timely schedule updates

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelors degree or equivalent work experience
• 2+ years of experience working with data and reporting
• Analytical skills are essential
• Excel – Advanced level required
• PowerPoint – Above average
• Must have strong organizational skills, with proven ability to multi-task
• Collaboration skills are essential: Team player
• Must be legally authorized to work in India any employer without sponsorship
• Must be fluent in English and Hindi (written and spoken)
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

• Prior analytical work experience
• Prior contact center work force management experience preferred
• Knowledge of Spotfire or Tableau helpful
• Continuous improvement (Six Sigma or similar methodologies) skills desirable