How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
At Delta, we are transforming how we deliver exceptional customer experiences across Reservations and Customer Care—with resource planning at the center of that evolution.
As a
Specialist, Business Solutions – Resource Planning, you will play a critical role in optimizing how we forecast, plan, and deploy our workforce of 6,000+ Delta specialists and 2,000+ 3rd party business partners. This role is ideal for those who thrive at the intersection of forecasting, analytics, and operational strategy, and is ready to influence decision-making.
You will leverage advanced analytics to improve forecast accuracy, close coverage gaps, and drive data-informed solutions that balance service level performance, productivity, and employee experience. This role enables you to deepen your business acumen while advancing data-driven workforce management strategies.
Key Responsibilities
- Apply forecasting and analysis expertise to inform strategic decisions impacting resources and operational coverage
- Champion a continuous optimization mindset by analyzing trends, measuring outcomes, and driving iterative improvements in forecasting accuracy and resource utilization
- Collaborate cross-functionally to advance strategic workforce management initiatives, aligning resource deployment with evolving business priorities
- Proactively identify coverage risks and inefficiencies and build dynamic “what-if” models to guide mitigation strategies
- Deliver data-driven staffing guidance to third-party business partners to proactively close coverage gaps and optimize operational performance
- Design a streamlined suite of comprehensive reporting and visualizations highlighting insights for stakeholders
- Thrive in a high-paced environment, demonstrating the ability to manage multiple priorities
What You Need To Succeed (Minimum Qualifications)
- Candidates for this position should have at minimum a bachelor’s degree in business, technology, or a related field preferred or with 4-6 years of relevant analytical work experience
- Proficiency in Tableau or Power BI and Microsoft Office (ie Excel, PowerPoint, etc)
- Intellectual curiosity with strong ability to interpret complex data and translate it into actionable insights
- Advanced proficiency in SAS/SQL or similar tools with the ability to write complex queries
- Excellent verbal and written communication skills, with attention to detail and the ability to present data-driven insights to stakeholders
- Strong ability to collaborate with stakeholders from other departments and ability to develop effective relationships with all levels
- Self-starter with strong prioritization skills and an ability to manage priorities under short deadlines
- Must be performing satisfactorily in current position
- Consistently prioritizes safety and security of self, others, and personal data
- Embraces diverse people, thinking, and styles
- Possesses a high school diploma, GED, or high school equivalency
- Is at least 18 years of age and has authorization to work in the United States
What Will Give You a Competitive Edge (Preferred Qualifications)
- Contact Center knowledge including resource planning, processes, tools and infrastructure
- Bachelor’s degree in Data Science, Statistics, Computer Science, or Business Analytics
Benefits And Perks To Help You Keep Climbing
Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
- Competitive salary, industry-leading profit sharing program, and performance incentives
- 401(k) with generous company contributions up to 9%.
- Paid time off including vacation, holidays, paid personal time, maternity and parental leave
- Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits.
- 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
- 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
- Domestic and International space-available flight privileges for employees and eligible family members
- Career development programs to achieve your long-term career goals
- 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
- Recognition rewards and awards through the platform Unstoppable Together
- Access to over 500 discounts, specialty savings and voluntary benefits through Delta Perks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare
