At Hawaiian Airlines, we are all about welcoming our guests with Hawaiian hospitality and aloha, and taking care of our people, our home, and the communities we serve. Join our ‘ohana and be a part of an exciting team of professionals dedicated to serving our kama‘āina and introducing our islands to the world!
Position Summary
This position has an estimated duration of 6-12 months. Note that no relocation assistance is available for this position.
Key Responsibilities - Maintain outsourced contact center vendor’s operational performance and workforce functions to ensure optimal service and ROI, while delivering an outstanding guest experience
- Analyze performance metrics (AHT, FCR, IR, Cost per Contact, etc.) and customer satisfaction data (NPS, OSAT, etc.) to identify agent efficiency, process improvement, guest experience, and cost savings opportunities
- Develop accurate call/contact forecast models
- Work with Reservations Specialists, and other areas of the business, to understand and evaluate the impact of sales seasonality, fleet and schedule changes, upcoming business initiatives, initial and recurrent training needs, company-wide or destination-specific special events, etc. on long and short-term workforce needs
- Review programmed logic and assumptions of the call routing and workforce staffing tools
- Identify potential cost reduction opportunities without sacrificing the overall guest experience
- Manage the monthly budget review process
- Work with management to support development of the annual Reservations budget
- Review vendor invoices for accuracy against performance targets and corresponding financial awards/penalties
- Prepare monthly report on expenses compared to budget, as well as month-to-date report of labor and communication costs
- Research any variances against budget
- Lead or support the development of business cases in support of implementation of new processes and technologies design to improve operational efficiency and the guest experience
- Work with outsourced contact center operations to produce ad hoc reports as requested
Minimum Requirements
- Bachelor’s degree in business, finance, economics, mathematics, or another quantitative field
- 2 years of experience in an analytical role
- Proficient analytical skills, including information gathering, problem solving, financial modeling, and business case development
- Advanced knowledge of Microsoft Excel
- Intermediate knowledge of Microsoft Word and PowerPoint
- Experience building and automating management level reporting
- Excellent verbal and written communication skill and the ability to present to all levels within the organization, including Senior Management
- Effective in working collaboratively with others
- Ability to multi-task and perform in a fast-paced environment
- Ability to work independently and be a self-motivator
- Ability to travel up to 25% of the time, domestically and internationally
- Hawaiian Airlines is regulated by the Department of Transportation (DOT - regulation, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of Marijuana, Cocaine, Opioids, PCP (Phencyclidine), and Amphetamine prior to any offer of employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Hawaiian Airlines and any employment offer will be withdrawn.
- In addition to routine employment eligibility verification, U.S.-based airlines must gather information to validate country of citizenship and country of birth. Upon hire, you must provide documentation proving your current country citizenship and birthplace.
- Must be legally authorized to work in the United States, for any employer, without sponsorship. Hawaiian Airlines will not sponsor applicants for nonimmigrant or immigrant employment visas or status for this position.
At Hawaiian Airlines, we are dedicated to offering a comprehensive total rewards package that aims to attract, engage, and retain the finest talent in the industry. Our rewards structure is thoughtfully designed to include a competitive base salary coupled with variable compensation opportunities. This balanced approach ensures a fulfilling and lucrative work environment, aligning individual achievements with the broader organizational success.
Please note that the provided salary information serves as a general guideline. Our salary is determined by a candidate's experience and qualifications as well as market and business considerations. The expected pay range is $73,700- $96,600.
Preferred Qualifications
- Travel industry or contact center experience
- Relevant certifications and professional training programs
- Advanced knowledge of Microsoft Word and PowerPoint
About Hawaiian Airlines
Now in its 95th year of continuous service, Hawaiian is Hawaiʻi's largest and longest-serving airline. Hawaiian offers approximately 150 daily flights within the Hawaiian Islands, and nonstop flights between Hawaiʻi and 16 U.S. gateway cities,as well as service connecting Honolulu and American Samoa, Australia, Cook Islands, Japan, New Zealand, South Korea and Tahiti.
Consumer surveys by Condé Nast Traveler and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawaiʻi. The carrier was named Hawaiʻi's best employer by Forbes in 2024 and has topped
Travel + Leisure’s World’s Best list as the No. 1 U.S. airline for the past two years. Hawaiian has also led all U.S. carriers in on-time performance for 18 consecutive years (2004-2021) as reported by the U.S. Department of Transportation.
The airline is committed to connecting people with aloha by offering complimentary meals for all guests on transpacific routes and the convenience of no change fees on Main Cabin and Premium Cabin seats. HawaiianMiles members also enjoy flexibility with miles that never expire. As Hawai‘i’s hometown airline, Hawaiian encourages guests to Travel Pono and experience the islands safely and respectfully.
Hawaiian Airlines, Inc. is a subsidiary of Alaska Air Group. (NYSE: ALK). Additional information is available at HawaiianAirlines.com. Follow Hawaiian’s Twitter updates (@HawaiianAir), become a fan on Facebook (Hawaiian Airlines), and follow us on Instagram (hawaiianairlines). For career postings and updates, follow Hawaiian’s LinkedIn page.
For media inquiries, please visit Hawaiian Airlines’ online newsroom.
