• Delta Careers | Analyst - Reservations and Customer Care Job, ATL

    Location Atlanta, GA, USA

    Job Description

    It’s an exciting time to be part of Delta's Reservations team as we redefine how and where we serve customers and set new standards for the experiences we create for customers as well as thousands of Reservations and Care employees. The Field Support roles will help enable that vision by supporting our customers through Real-Time Customer Solutions service recovery initiatives and our employees through development of programs focused on personal safety and well-being..

    These Analyst roles will support our teams with strategic planning, operations management, technology, training, communications and engagement. The role of these positions is to constantly innovate and optimize all aspects of the business in order to make our specialists jobs easier, improve the customer’s experience, and operate seamlessly, efficiently and safely. Below are summaries of the two analyst roles:

    Field Support

    Safety, Wellbeing and Emergency Management: Conduct detailed analyses supporting Delta’s commitment overall employee safety, including providing a safe work environment for our employees and access/use to tools to support their personal wellbeing (physical, mental, and financial). Leads efforts to compile data across various data systems to support decision making process of leadership in strategy development as well as informing communication and engagement strategies.

    Real-Time Customer Solutions: Provide analytical support to Real Time Customer Solutions teams (RES Operational Control Center, DOT, and Executive Support teams). Data will influence strategies and programs that enable real-time service recovery by identifying and solving customers’ unique “in-the-moment” travel needs – aimed at driving NPS improvement and supporting the Delta brand by supporting lower complaint volume to Delta and the DOT.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    Job Requirements

    • Bachelor's degree or related experience in business, economics, technology, engineering or related fields

    • Experience in Tableau dashboard development, Excel, PowerPoint, Hyperion and/or SAS or similar software products.

    • Strategic thinking and creative problem-solving skills with ability to translate data into a logical and actionable story

    • Proficiency in written and oral communications and able to produce concise, relevant, strategic documents and executive presentations

    • Preferred Qualifications

    • Ability to digest large amounts of data and information and succinctly explain what can be learned from the data and how it can support decision making

    • Ability to develop effective presentations and ‘story boards’ that help explain a need, the analysis and the findings and recommendations to leaders in an efficient and effective manner

    • Desire to learn leadership techniques and best practices in problem solving and conflict resolution to enable innovation and progress on difficult to solve challenges of our customers

    Job Details

    Company: Delta Air Lines

    Employment Type: Full-time

    Job Location: Atlanta, GA, USA

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