Job Description

UNITED STATES, GEORGIA, ATLANTA

RESERVATIONS & CUST. CARE

14-NOV-2025

REF #: 30534

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HOW YOU'LL HELP US KEEP CLIMBING (OVERVIEW & KEY RESPONSIBILITIES)

Reservations and Customer Care is seeking a strategic, results-driven Specialist to join the People Performance Team. This team leverages data and performance dashboards to drive operational efficiency and elevate the customer experience by empowering frontline leaders with actionable insights.

In this role, you will analyze key performance indicators (KPIs) such as handle time, satisfaction, and productivity; support coaching strategies; and integrate emerging metrics leaning into Delta's Impactful Behaviors to provide a holistic view of frontline performance. Your work will enable data-driven decisions and continuous optimization across the division.

Summary of responsibilities (not comprehensive of all tasks):Develop and maintain performance reporting from division to agent level, including metric definitions, goal setting, and actionable insights--especially around Utilization, Reliability, and enterprise Behavior metrics. Design and implement analytical processes that inform strategies and enhance operational efficiency. Build and maintain SQL tables and views; leverage Python for advanced data processing and enable visualization through tools like Tableau. Ensure accuracy and consistency of data across all reports and sources. Analyze performance trends to identify opportunities for improving customer satisfaction, reducing call-related expenses, and optimizing multi-channel support. Champion end-to-end development of performance tools and strategies for frontline leaders. Partner with leadership to maximize the strategic impact of dashboards and reporting. Generate proactive insights that uncover patterns and elevate specialist performance to world-class standards. Build and sustain cross-functional partnerships to deliver holistic reporting and drive continuous improvement. Support local reporting teams to enhance productivity and strategic outcomes.
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WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)

Bachelor's degree in business, economics, technology, engineering, or related field. Minimum 4 years of relevant experience in strategic planning, reporting, or customer analytics with strong analytical and problem-solving skills. Proficiency in querying, summarizing, visualizing, and translating data into actionable insights. Experience with SQL and/or Alteryx or similar tools (SAS, R, Python). Skilled in Tableau dashboard development (or comparable visualization tools). Strong communication skills with demonstrated executive presence. Ability to self-direct work, manage priorities end-to-end, and deliver under aggressive deadlines. Some travel required. Must be performing satisfactorily in current role. 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.

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WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS)

* Candidates for this position may have completion of an MBA degree