Delta Air Lines, Inc. Specialist in Atlanta, Georgia

Delta's Customer Engagement Centers play an important role in delivering a reliable customer experience around the clock and delivering high quality service is at the forefront of our business. Utilizing new technology such as speech analytics and other data analysis tools allows us to better identify opportunities and create strategies around how to improve the customer experience.

Delta's Customer Reservations Reporting and Analytics department is responsible for 1) driving actionable insights via reports and analysis that will help improve customer engagement performance and, 2) leveraging data to advise strategic recommendations supporting various stakeholder groups. Some of the core customer centric KPIs our team tracks and measures are:

  • First Specialist Resolution: Customer resolution upon first specialist reached

  • Contact Wait Time: Improving wait times to reach a specialist

  • Handling Time: Reducing total time required to handle a contact

  • Customer Satisfaction: Improving specialist and overall customer experience ratings

The ideal candidate will be expected to:

  • Develop and maintain a new specialist performance dashboard that will allow customer engagement center specialists to track progress against individual monthly incentive targets

  • Transition data sourcing for applicable reports and Tableau dashboards to new Call Analytics tables, which stitches the full customer experience from call initiation to completion

  • Provide analytical support and data that will help identify opportunities for revenue upsell, call related expense reductions, customer satisfaction improvements, and customer support handling efficiencies by channel

  • Manage Tableau server and dashboard support for various stakeholder groups, which consists of: dashboard refresh troubleshooting, user group access administering, data validation, and dashboard development & documentation

  • Link business strategies to analytics by prototyping innovative data models for efficient and effective data gathering while working with Data Strategy team to productionize the most successful models

  • Develop divisional KPIs and executive level reporting (daily/weekly/monthly)

  • Integrate new speech analytics data into daily business processes

  • Bachelor's degree in business, economics, technology, mathematics, engineering, or related field required and 3 years of relevant experience

  • Master's degree in analytics, business, economics, technology, mathematics, engineering, or related field preferred

  • 1-2 years of experience in a combination of finance, strategic planning, reporting, and customer analytics positions

  • 2-5 years of relevant work experience

  • Proven Analytics skills

  • Strong influencing skills to drive positive outcomes

  • Demonstrates initiative and self-directs work with an ability to manage multiple priorities under aggressive deadlines

  • Demonstrated proficiency in MS Excel, Enterprise Guide SAS Base programming (query development), SAS SQL, SAS data extraction, building queries & database tables and information management preferred

  • Experience with a leading data visualization tool such as Tableau preferred

  • Must be performing satisfactorily in present position

  • A positive attitude and appetite for a challenge!