Remote Jobs Apply In US ( Customer Care )

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

Position Overview

Job Responsibilities: Customer Care Salary: $20-30/Hour Company: Alaska Airlines Location: Bismarck, USA Educational Requirements: Bachelor's Degree The crew From our call facilities or their homes, contact center and reservations dealers take care of the whole lot from urgent tour plan modifications to mileage plan award journey. Our dealers are out-of-the-field thinkers who interact every guest interplay with kindness. We want to hear from you if you could be welcoming to people from all walks of existence, suppose in your ft, and control a flexible schedule. In go back, you’ll get hold of a aggressive total rewards bundle, professional improvement opportunities, and other advantages which are all designed to take you locations.

Key Obligations

• With restrained direction from leadership, oversees day-to-day actual time oversight of the personnel placement for purchaser Care and CBS to fulfill service degree desires.
• Owns lengthy-term and Intra-day overall performance (IDP) forecasts for scheduling.
• Speak often with management to align and create strategies to satisfy department dreams.
• Workout judgement to make sure call/chat volumes, e‑mail, queues and warehouse required team of workers are forecasted accurately and controlled every day thru personnel adjustments and gadget application control.
• Leverage actual-time records to research the operation and re‑forecast or regulate staffing to allocate the workload among phones and back office/back of residence responsibilities.
• Makes staffing decisions and communicates operational records and actual-time impact to the operations staff, leadership, and to agent companies, when relevant.
• Determines powerful approach to utilize and control “tender time” for education and conferences, influencing segments to be introduced to schedules in a well timed way.
• Forecasts, can provide, and administers long‑time period staff making plans for client Care and CBS, which includes:
  • Advent of Shift Realignment Bids
  • Vacation Bids
  • Vacation Bidding
• Tracks agent motion and attrition.
• Manages the execution of organizing and keeps facts accuracy in touch middle statistical files.
• Schedules reports, analyzes records, identifies tendencies, and makes hints for stepped forward operational performance.
• Plays audits of exceptions and reviews areas of difficulty to local management.
• Builds and continues a cooperative relationship with local leadership and Union representatives.

Required Qualifications

• Bachelor’s diploma or a further 2 years of relevant education/experience in lieu of this degree.
• 2 years of revel in in body of workers planning, touch facilities, or related location.
• Tested sturdy analytical capabilities.
• Superior know-how of Microsoft Excel.
• Robust verbal and written communication capabilities.
• The ability to paintings numerous shifts and additional hours to meet operational needs.
• Ability to paintings in‑office with the possibility of shifting to hybrid schedule (splitting time among working in‑workplace and at home) as soon as absolutely onboarded.
• High faculty diploma or equal required.
• Minimum age of 18.
• Need to be legal to paintings inside the U.S.

Preferred Qualifications

• Enjoy using a staff control application.
• Know‑how and understanding of forecasting, planning and scheduling.
• Knowledge of law enforcement officials agreement for bidding strategies and paintings policies.