POSITION PURPOSE
Facilitates the dissemination of accurate and timely operational performance data in order to support the improvement of Republic’s performance against customer expectations.
Essential Duties
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Researches Republic Airline’s delays by utilizing various proprietary operations systems.
Ensures all flight information from our airline partners is represented in Republic’s internal flight tracking system.
Develops and measures performance metrics for department and internal customer service
Analyzes data for actionable items and areas of improvement and collaborates with other departments to find solutions
Coordinates with various departments on delay resolution and prevention strategies of future delays.
Completes reconciliation of performance stats with partner data sets and works with partners and other departments to correct reconciliation finds
Responds to internal requests for delay information.
Assists with associate follow-up, and delegation of action items to various stakeholders.
Assist with Power BI tools to report out on performance with an emphasis on delays
Coordinates delay escalations, and items of concern within partner/customer structures.
Escalates corrective action issues to appropriate management within the partners’ organization.
Provides timely information to Partners on delays being disputed
Performs other duties as assigned.
Required Knowledge, Skills And Abilities
The requirements listed below are representative of the knowledge, skill, and/or ability necessary to perform this job.
EDUCATION And/or EXPERIENCE.
Bachelor degree in Aviation Management, Analytics or similar type field.
Strong computer software skills. Proficient with Microsoft Office applications.
PREFERRED EDUCATION And/or EXPERIENCE
Prefer 1-2 years of experience in Airline Operations, Airline Customer Service or similar area.
Experience with SharePoint, Excel, Power BI, and Sabre preferable.
Language Skills
Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Able to write routine reports and correspondence. Able to speak effectively before groups of customers or employees of the Company.
REASONING/PROBLEM SOLVING ABILITY
Able to apply common sense understanding to assess the situation and determine the next action. Able to deal with problems involving multiple departments while treating each individual with respect.
DECISION MAKING
Makes suggestions daily on proper delay coding. Makes decisions on what items require additional information, formal follow up, or corrective action.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
Able To Move About The Work Environment.
Frequently required to stand, walk, sit, talk and hear.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.
Will be exposed to a busy call center like environment and low level lighting. Must be able to work a varied schedule including nights, weekends and holidays.
