Damaris Gueits
Human Resource Recruiting
- Role
- Associate Analyst Workforce Planning at JetBlue
- Location
- Orlando, FL, US
- LinkedIn followers
- 500 followers
About Damaris Gueits
I am a serviced-focused, hardworking, and self-motivated, with a passion for keeping up…
Experience
Associate Analyst Workforce Planning
Oct 2015 — Present · Orlando, FL, US
Monitor ASA (Average Speed of Answer), AHT (Average Handle Times), abandon rates and other metrics adjusting staffing or routing as required• Offer Voluntary Time Off (VTO)/OT to maintain desired service level• Perform real time forecasting on customer Interactions to determine real time staff requirements• Evaluate and make same day staffing decisions regarding time off, OT, with Supervisor time, Meetings and other off phone activities to meet strategic KPI’s (key performance indicators)• Manage BPO (Business Partner Outsource) staffing and the execution of our vendor contracts to minimize cost while supporting JetBlue customers• Serve as the subject matter expert on our telephony platform managing contact routing and agent profiles to meet JetBlue Customer Support strategic KPI’s (key performance indicators)• Track and escalate tech problems and trends to leadership
Education
Valencia College
Associate of Arts - AS, Human Resources Management and Services
2021
Valencia College
Technical Certificate, Human Resources Operations
2020 — 2021
Valencia College
Human Resource Management, Technical Certificate
2020 — 2021
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