Remote Contact Center Staffing Manager

Alaska Airlines; Bismarck (ND); Hybrid; USD 27,552 - 41,328; Full time

Job summary

Alaska Airlines in Bismarck is seeking a frontline Operations staffing specialist for the Customer Care center. You will oversee day-to-day real-time staffing, forecast demand, and adjust schedules to meet service levels.

The role requires a Bachelor's degree (or equivalent) and strong Excel skills; you must be able to work multiple shifts, communicate clearly, and collaborate with management and unions to optimize operations and staffing reliability.

Qualifications

• Bachelor’s degree or equivalent with 2 years of related education/experience
• 2 years of experience in workforce planning, contact centers, or related field
• Strong analytical capabilities
• Advanced knowledge of Microsoft Excel
• Robust verbal and written communication abilities
• Ability to work multiple shifts and hours as needed
• Ability to work in-office with potential for hybrid schedule after onboarding
• Must be 18 or older and legally eligible to work in the U.S.

Responsibilities

• Oversee day-to-day real-time staffing for Customer Care and CBS to meet service level goals.
• Own long-term and intra-day performance forecasts for scheduling.
• Coordinate with management to align strategies to achieve department goals.
• Forecast call/chat volumes, emails, queues and workforce requirements; adjust staffing accordingly.
• Use real-time data to analyze operations and re-forecast or reallocate staffing as needed.
• Communicate staffing decisions and operational impact to leadership and teams.
• Plan shift realignment, vacation bids, and long-term staffing for Customer Care and CBS.
• Track agent movement and attrition; maintain accurate workforce data.
• Schedule reports, analyze data, identify trends and propose improvements.

Skills

Analytical skills

Microsoft Excel

Verbal and written communication

Forecasting

Education

Bachelor's degree

2 years related education/experience in lieu of degree

Job description

Alaska Airlines in Bismarck is seeking a frontline Operations staffing specialist for the Customer Care center. You will oversee day-to-day real-time staffing, forecast demand, and adjust schedules to meet service levels.

The role requires a Bachelor's degree (or equivalent) and strong Excel skills; you must be able to work multiple shifts, communicate clearly, and collaborate with management and unions to optimize operations and staffing reliability.