Operations Analyst

**Who We Are**
API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our customers a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology and solutions to our clients then API may be a great fit for you

**Position Description**

**Job Title: Operations Analyst**

**FLSA Classification: Non-Exempt**

**Reports to: VP Client Delivery / Operations Vertical Lead**

**Department: Operations**

**Location**:
**Summary/Objective**:The Operations Center team provides 24 hour coordination and execution of client crew accommodation requests. In coordination with other departments, the Operations Supervisor/Manager on Duty ensures that the Operations Center team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to our valued customers.

**Essential Functions**: _Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
- Acts as “Manager on Duty” responsible for overall operational performance
- Tracks the status of the API queues for all clients, noting any deviations from normal changes, reassignments and relocations.
- Manages work assignments for each shift based on the current business needs and contractual requirement of each client. Continuously monitors assignments and volume throughout the shift and reallocates resources as required.
- Monitors all system functionality to ensure proper performance. Identifies and implements escalation protocols to support teams and senior management for any unexpected system issues or outages.
- Maintains a chronological shift log for recording key data for daily events highlighting open items that require additional follow up.
- Resolves operational issues and evaluates overall impact of delays for accommodations and/or sold out locations based on client Service Level Agreement (SLA).
- Focal point for contingency planning during operational disruptions.
- Ensures current, accurate information and procedures are utilized. Addresses operations work methods and problems. Ensures the team has up to date information to carry out the responsibilities of their positions.
- Supports organizational policies and senior leadership through productive analysis and constructive suggestions. Provides operational input for daily senior management briefings as required. Examines and recommends changes to improve the quality and efficiency of the daily operational plan and execution of the daily schedule plan.
- Reviews and recommends the most efficient hotel accommodation and/or transportation options to optimize use of resources to fulfil customer’s requirements. Reviews and recommends responses for issues which will require follow-up analysis.
- Coach and mentor Operations team members.
- Manage and maintain operational KPIs to include but not limited to: daily transaction time; average phone call answer rate, and response time goals.
- Maintain open communication with Operations Vertical Leads and VP of Client Delivery during shift on overall operational status, potential concerns and system functionality.
- Accept supervisory calls including customer problems and take appropriate action to resolve issues.

**Competencies**
- Excellent client relationship building skills
- Strong problem solving and analytical skills
- Results driven
- Negotiation skills
- Able to multi task and work well under strict deadlines and fast paced environment
- Skilled at managing processes
- Ability to positively present API in customer facing situations
- Attention to detail and the ability to produce high quality work is a must
- Exceptional verbal and written communication skills
- Knowledge of airline operations and business models a plus
- Strong computer skills, with an emphasis on Microsoft Office products especially Excel
- Outstanding relationship management and customer service orientation skills
- Proven leadership experience, including the ability to lead and motivate a team

**Position Type and Expected Hours of Work**
API supports a 24/7/365 operation. This is a full-time position. Days and hours of work may vary depending on the needs of the business to include weekends, nights and holidays.

**Required Experience**
- Experience in the travel industry and working closely with hotels is preferred by not required
- Strong Microsoft Office computer skills with emphasis on Excel
- Customer service and client relationship background a strong pl