**Experienced Customer Care Execution Examination Expert – Remote Work Opportunity at arenaflex**

**Job Summary:** arenaflex is seeking an experienced Customer Care Execution Examination Expert to join our Customer Service Labor force Arranging and Examination (WPA) division. As a key member of our team, you will be responsible for conducting in-depth analysis and investigation of individual Customer Service Crewmembers' performance. Your expertise will help drive execution enhancements across the Customer assistance association by providing actionable insights and recommendations to Customer Service Administration. **About arenaflex:** arenaflex is a leading airline that prides itself on providing exceptional customer service. Our commitment to excellence is reflected in our unique culture, which values Safety, Mindfulness, Respect, Enthusiasm, and Fun. As a Customer Care Execution Examination Expert, you will be an integral part of our team, working closely with Customer Service Authorities to drive performance improvements and enhance the overall customer experience. **Key Responsibilities:** * Conduct research on Crewmembers' 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 considered pertinent to the current business strategy or objectives * Research consistency metrics of Crewmembers, including (but not limited to): + Participation + Adherence + Login/logout + No-call, no-show + Banner reasons + Time away + Overtime + Other relevant metrics considered pertinent to the current business strategy or objectives * Identify connections between Customer Service metrics using data analysis to drive process and performance improvements * Create dashboards and reporting at various levels across the Customer Service organization, including Colleague metrics * Collaborate with a team of Examiners to automate reporting for all Customer Service metrics using Scene/Power BI/Snowflake * Develop all reporting required to manage prize and recognition programs for Customer Service, including monitoring the effectiveness of the recognition program and providing recommendations for improving its effectiveness * Participate in Contact Center as a Service (CCaaS) execution to create reporting and dashboards that identify customer patterns based on plans from CCaaS * Other duties as assigned **Essential Experience and Skills:** * High school diploma or General Education Development (GED) certification * One (1) year of prior investigator or relevant experience * Competitors should demonstrate Data Analysis, Data Storytelling, and SQL Coding expertise 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 Data Visualization (such as Tableau, Qlik, PowerBI), and SQL * Shown insight in data storytelling using a complex dataset to present insights, patterns, or trends * Mid-level Microsoft Excel (formulas, pivot tables, data validation, combining datasets) * Ability to provide a safe and professional home-workplace, free from background noise and interruption * Extremely energetic individual, able to step up to the plate, adaptable within a constantly changing environment * Ability to manage and prioritize multiple tasks simultaneously * Effective 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, the 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 Experience and Skills:** * Four-year degree in a related field * Two (2) years of examiner experience, ideally 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 Power BI * 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 participation and reliability + Likely need to work flexible hours and be available to respond 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 organizational fit for the JetBlue culture, i.e., display the JetBlue values of Safety, Mindfulness, Respect, Enthusiasm, and Fun + Advance JetBlue's #1 value of safety as a Health Ambassador, supporting JetBlue'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 JetBlue's confidential reporting systems (Flight Health Activity Program (FHA) or Security 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 otherwise if encountering technical difficulties at home * Should provide a safe and professional home-workplace, free from background noise and interruption **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.