OPERATIONS ANALYST

Operations Analyst - Responsible for overall operational performanceTracks the status of the API queues for all clients, noting any deviations from normal changes, reassignments and relocations. Manages work assignments for each shift based on the current business needs and contractual requirement of each client. Continuously monitors assignments and volume throughout the shift and reallocates resources as required. Monitors all system functionality to ensure proper performance. Identifies and implements escalation protocols to support teams and senior management for any unexpected system issues or outages. Maintains a chronological shift log for recording key data for daily events highlighting open items that require additional follow up. Resolves operational issues and evaluates overall impact of delays for accommodations and/or sold out locations based on client Service Level Agreement (SLA). Focal point for contingency planning during operational disruptions. Ensures current, accurate information and procedures are utilized. Addresses operations work methods and problems. Ensures the team has up to date information to carry out the responsibilities of their positions. Supports organizational policies and senior leadership through productive analysis and constructive suggestions. Provides operational input for daily senior management briefings as required. Examinesand recommends changes to improve the quality and efficiency of the daily operational plan and execution of the daily schedule plan. Reviews and recommends the most efficient hotel accommodation and/or transportation options to optimize use of resources to fulfil customer''s requirements. Reviews and recommends responses for issues which will require follow-up analysis. Coach and mentor Operations team members. Manage and maintain operational KPIs to include but not limited to:Daily transaction time; average phone call answer rate, and response time goals. Maintain open communication with Operations Vertical Leads and VP of Client Delivery during shift on overall operational status, potential concerns and system functionality. Accept supervisory calls including customer problems and Empresa importante appropriate action to resolve issues. Excellent client relationship building skillsStrong problem solving and analytical skillsResults drivenNegotiation skillsAble to multi task and work well under strict deadlines and fast paced environmentSkilled at managing processesAbility to positively present API in customer facing situationsAttention to detail and the ability to produce high quality work is a mustExceptional verbal and written communication skillsKnowledge of airline operations and business models a plusStrong computer skills, with an emphasis on Empresa importante Office products especially ExcelOutstanding relationship management and customer service orientation skillsProven leadership experience, including the ability to lead and motivate a team