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Business Analyst – Customer Service, East Coast USA (IAD)

AIRLINE: The Senior Business Analyst has a leadership role in various assignments in Customer Service and supports both external and internal customers. A high level of knowledge of airline fare management practices is highly desirable. The Senior Business Analyst is considered a subject matter expert in his/her responsibilities. He/she leads others by creating and/or ensuring established business processes and procedures are followed. Essential job duties include:

  • Understand and analyze complex customer requirements, perform needs analysis, and produce detailed documentation and/or recommendations for stated requirements

  • Provide leadership and guidance for assigned projects, including large and long-term projects

  • Effectively communicate across all levels of the organization

  • Recommend business process improvements or efficiencies within the department and across the division

  • Gather, capture and/or provide analysis; provide recommendations or changes in practices based upon research or experiences

  • Assist customers in using and understanding products and services to meet their business needs. Also, provide assistance in product/process training when necessary

  • Understand and analyze complex product processing issues or program malfunctions and be able to communicate them effectively to appropriate stakeholders

  • Prepare problem records, documentation of recurring problems

  • Effectively communicate product functionality to various levels of users internally and externally

  • Provide testing support for new products and product enhancements

  • Provide accurate and timely problem identification

  • Create documentation and reports that are up-to-date and accurate

  • Readily transfer knowledge on an informal basis with other team members

  • Display excellent written and verbal communication skills

  • Handle customer contact with diplomacy and efficiency.

Education Four-year college degree required. MBA degree preferred or equivalent experience.

Work Experience

  • Three or more years of experience in a customer/data/product support role. Airline Revenue Management knowledge is a plus

  • Business process management and CRM tool experience is highly desirable.

Specialized skills

  • Analytical - Excellent research, analytical, and problem solving skills; Sees problem resolution through to successful completion

  • Teamwork - A team player able to work with business personnel, customers and technical staff

  • Organizational - Must be able to handle multiple tasks simultaneously; Able to prioritize and maintain an organized work area; Provide leadership for projects and tasks; Highly motivated, continually seeking new responsibilities; Can work independently or in a team environment; Learns new tasks in a short time frame and retains acquired knowledge

  • PC Skills - Proficient use of a PC, including experience in the use of Microsoft Suite of tools – MS Word, Excel, PowerPoint, CRM, Access etc.

Duration: 12 months + or full time.

Rate: Please quote your best hour/day rate or expected salary.

Client will consider freelance or full-time employees for this role.

Email: Emma@which-consulting.com

LinkedIn: www.linkedin.com/in/EmmaCrawford

Ref: A1-A-BACS

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