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Manager WFM and Data Analytics

1 month ago

Minneapolis, United States Sun Country Airlines Full time
Description

We're not your average airline. We're agile, resilient, and full of uncommon opportunity. Here, you can grow as part of an ambitious team that safely and collectively supports each other, our travelers, and our community. Together, we're making travel more attainable.

With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world. At Sun Country, you'll be part of a growing airline and an enthusiastic team focused on connecting our community with their favorite people and places.

Sun Country Airlines is seeking a WFM and Data Analytics Manager to lead and develop a Workforce Management team to provide support to Customer Service in data analysis, reporting, and workforce management practices

Sun Country Airlines provides the resources and support our employees need to succeed. Besides working at a great and growing company, as a WFM and Data Analytics Manager you'll enjoy these benefits and more:

  • Comprehensive benefit package including dental and vision
  • PPO and high deductible health plans
  • Health savings accounts (HSA and FSA)
  • Dependent Care
  • Starting day one free standby and discounted travel privileges for employees, family, & friends
  • 401(k) match
  • Paid Time Off
  • Paid holidays
  • Life and AD&D Insurance
  • Employee Assistance Program including counseling for employees and their family
  • Fitness incentive and Stop Smoking Support

WFM and Data Analytics Manager Overview:

The Manager, WFM & Data Analytics is responsible for leading and developing a Workforce Management team to provide support to Customer Service in data analysis, reporting, and workforce management practices. This position works to develop and support labor management tools and processes to optimize labor and deliver accurate forecasting/scheduling.

The position enables Customer Service leaders to make decisions and achieve business objectives by providing thorough analysis, reporting, planning, and data informed recommendations. Collaboration across various teams and business units in support of Customer Service may be required.

Essential roles and responsibilities of a WFM and Data Analytics Manager:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Act as primary WFM point of contact and liaison between Customer Service leadership, the WFM team, and cross functional partners.
  • Lead a WFM team to further develop workforce management and data analysis capabilities.
  • Build and maintain detailed staffing and financial models to support short-term and long-term planning.
  • Produce reporting and forecasting on a daily, weekly, monthly, and annual basis.
  • Compare actual results to forecast to identify opportunities for refinement and improvement.
  • Perform continual analysis of performance and historical trends to conduct real-time re-forecasting.
  • Diagnose and resolve forecast and data issues.
  • Using workforce management and data analysis techniques, provide real-time recommendations and adjustments to maximize resource efficiency and achieve service level goals/business objectives.
  • Develop tracking applications and models of key performance indicators to understand and explain operating performance and productivity.
  • Regularly analyze relevant information, trends, and data to support decision making and forecasting.
  • Establish and maintain a collaborative environment capitalizing on employee talent, experience and interests.
  • Build and retain a high-performing, diverse, and inclusive team.
  • Consistently and equitably enforces policies for all team members.
  • Adhere to SCA Security Policy, Standards and Procedures.
  • Any other duties assigned by management.

SUPERVISORY RESPONSIBILITY

This position will manage a team of 3-5 Workforce Specialists.

The qualifications we are looking for in a WFM and Data Analytics Manager include:

  • Bachelor's degree in finance, economics, or another analytical field, or equivalent experience
  • 4+ years of relevant work experience in a WFM position
  • 2+ years of experience managing, supervising or mentoring a team with increasing leadership responsibilities
  • Strong oral and written communication skills, with the ability to work with all levels of the company
  • Excellent PC skills and experience with Microsoft software such as, Excel (Pivot Tables, VLookUps), Access, Word, and PowerPoint
  • Experience in a call center environment
  • Experience with WFM software and call center reporting
  • Experience using data and metrics to determine and drive improvements

PREFERRED SKILLS

  • Experience driving end to end delivery and communicating results to senior leadership
  • Experience driving process improvements

Sun County Airlines respects and values every employee's contribution to our business. We believe that an important part of our strength comes from our people and their array of perspectives.

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. #LI-LM1



Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
EOE of Minorities/Females/Vets/Disability