Specialist - Resource Support

United States, Georgia, Atlanta

Airport Customer Service

21-Apr-2023

Ref #: 20446

LinkedIn Tag: #LI-DA1

How you'll help us Keep Climbing (overview & key responsibilities)

• Proactively review liability to ensure optimal station workforce planning
• Accurately identify and manage those deliverables that are in and out of scope, as well as the length and the difficulty of tasks
• Interact with frontline agents and all levels of ACS leadership to ensure expectations are met; prioritize frontline feedback to ensure schedules match employee preference where the operation allows
• Perform audits of MPS, time collection system, and payroll data
• Create and track project plans including risk assessments, project status, project goal measurement, and timelines
• Serve as an SME for station leaders to improve overall financial performance through staffing efficiencies
• Prepare and track employee work schedules and rosters; maintain employee databases to manage and process shift bids
• Responsible for building routine and ad-hoc database queries
• Be a subject matter expert in human resource planning and the development of appropriate staffing model; investigate ways to better deploy resources and change processes to improve ACS operations and productivity
• Provide routine and ad hoc reporting and analysis for managerial decision-making
• Maintain expert knowledge of our staffing performance metrics; partner with Resource Planning to improve and simplify reporting
• Provides regular status updates, risk assessments, and mitigation plans for the team; effectively build project plan schedules by using project management tools, accounts/tracks resources, deliverables, milestones and identify the critical path
• Coordinate with HR, OAP, Network Planning, and stations to acquire accurate details and track and improve staffing

Benefits and Perks to Help You Keep Climbing

• Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare
• Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
• Career development programs to achieve your long-term career goals
• Recognition rewards and awards through the platform Unstoppable Together
• 401(k) with generous company contributions up to 9%
• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
• Domestic and International space-available flight privileges for employees and eligible family members
• Comprehensive health Benefits including medical, dental, vision, short/long term disability and life Benefits
• Competitive salary, industry-leading prot sharing program, and performance incentives
• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
• Paid time off including vacation, holidays, paid personal time, maternity and parental leave

What you need to succeed (minimum qualifications)

• At least 4 years of relevant work experience
• Must be very motivated to meet the needs of internal customers while practicing diplomacy when communicating (both orally and written) and working with various departments and individuals at all levels in the company
• Self-motivated; should be able to work well under pressure with little supervision within assigned deadlines with strong attention to detail; proven organizational, planning, and time management skills are necessary; strong analytical, problem-solving, and strategic thinking skills required
• Embraces diverse people, thinking, and styles
• Ability to analyze and synthesize information from a multitude of sources and develop appropriate recommendations for ACS
• Ability to motivate and coach team members
• Is at least 18 years of age and has authorization to work in the United States
• Consistently prioritizes safety and security of self, others, and personal data
• Should be proficient in MS Office applications, especially Excel and PowerPoint
• Must be willing to work flexible hours as needed
• Possesses a high school diploma, GED, or high school equivalency
• This position requires workforce scheduling knowledge along with excellent analytical skills and an understanding of staffing principles and airport operations
• Ability to maintain confidentiality and exercise extreme discretion
• Must be willing to travel as required

What will give you a competitive edge (preferred qualifications)

• Experience with simulation, modeling, and statistical analysis software
• Experience reviewing staffing efficiency against financial targets
• Experience supporting team in a matrixed environment
• Staffing experience is preferred, especially across numerous airport locations
• Bachelors degree in Business, Finance, Management Science, Industrial Engineering, related-quantitative discipline and 3 5 years of relevant experience