Title:  Workforce Optimization Analyst (NJUS)

Join the NetJets Team

NetJets, the global private aviation leader for more than 60 years, provides the pinnacle of private travel, defined by a signature commitment to unwavering safety, personalized service, and reliable global access. Discover why NetJets is the ultimate career destination, offering exceptional benefits and growth opportunities.

Purpose of Position

The Workforce Optimization Analyst is responsible for supporting workforce planning, scheduling, and real-time 
operations to ensure optimal staffing levels and service performance. This role partners closely with Flight Center 
leadership to analyze trends, maintain schedules, and provide insights that drive efficiency and Owner 
satisfaction.

Tasks and Responsibilities

• Assist in developing short-term and long-term forecasts based on historical trends and business inputs
• Analyze call/volume patterns and identify drivers of variability
• Support capacity planning by updating assumptions and models
• Create and maintain agent schedules aligned to forecasted demand
• Monitor schedule adherence 
• Assist with shift preferences, PTO tracking, and schedule optimization
• Monitor real-time performance against service level goals
• Identify staffing mismatches and recommend corrective actions 
• Communicate intraday updates to operations leadership
• Produce daily/weekly performance reports 
• Analyze KPIs to identify trends, risks, and opportunities
• Maintain dashboards and standard reporting tools
• Partner with operations leaders to align staffing with business needs
• Support continuous improvement initiatives within WFM processes
• Communicate effectively with agents and leadership regarding schedule changes and performance

Note:

It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a list of essential job functions, please refer to the essential functions document for this job.

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

• A continuous learning mindset
• Experience with WFM tools (e.g., NICE, Verint, Genesys, Aspect, Calabrio)
• Familiarity with forecasting or scheduling concepts
• Demonstrated ability to craft insights and tell stories with data to non-technical audiences
• Exposure to data visualization and reporting tools (Excel, Power BI, Tableau, etc.)

How NetJets Supports You

NetJets is proud to provide a variety of attractive benefits to our employees, including many at no cost. Employees have access to no cost options including Medical, Dental, and Vision benefits, with access to robust networks of nationwide providers. NetJets offers benefits so you can LIVEWELL—a comprehensive package to support your Mind, Body, and Life.

Our comprehensive suite of benefits include:

• Medical, Dental, and Vision
• Healthcare Advocacy
• Employee Assistance Program
• Flexible Spending Accounts
• Health Savings Account with annual employer contribution
• Wellness Programs & Discounts
• Paid Time Off
• Parental Leave of Absence
• Life and Accident Insurance
• Voluntary benefits (financial protection plans)
• 401(k) plan, with 67% of every dollar you contribute matched by NetJets
• Short and Long-Term Disability
• Legal Plan
• Identity Theft Protection Plans
• Pet Insurance
• Family & Caregiving Support