Intraday Operations Specialist

• The Intraday Operations Specialist ensures optimal staffing alignment in a 24-hour Contact Center by utilizing Workforce Management tools and collaborating with multiple teams to meet goals and KPIs. This role uses real-time data to forecast, plan, and adjust resources to match Customer contact volume demands effectively. Additionally, the position maintains routine reporting and provides insights to enhance operational performance.

Additional Details

• The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX Headquarters facility during business hours.
• U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

Southwest Airlines is an Equal Opportunity Employer.We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.

• Determine Department staffing requirements for current and next-day adjustments using in-depth analysis of operational outlooks, weather, technology stability, and marketing events
• Align staffing to demand by utilizing adjustment levers such as Time off without pay (TOWOP), VOT, MOT, and redirecting employees across channels (phone, chat, email, queues, and reaccommodation) to ensure operational efficiency
• Deliver daily and intraday operational performance reports and present reviews of previous day performance, including analysis of plans and adjustments, to all levels of leadership
• Serve as Department representative to the Network Operations Center (NOC), partnering with Meteorology, SODs, Safety, and Network Directors providing operational perspectives and utilizing insights to inform staffing and resource decisions, including during weather-related events
• Provide 24-hour support for Department scheduling needs, including attendance and time-off-related inquiries
• Participate in technology outage calls, offering operational updates and communicating insights to relevant stakeholders
• Balance resources through workflow routing, gating, and schedule adjustments to meet Customer contact demand while ensuring alignment with the Collective Bargaining Agreement
• Reconcile schedules with actual work activity to maintain accurate attendance and payroll records, submitting discrepancies for processing as needed
• May perform other job duties as directed by Employee's Leaders

• Knowledge of contact center operations
• Ability to gather and analyze data, trends and plans
• Ability to pay excellent attention to detail, deadlines and the ability to multitask
• Ability to accurately assess Department scheduling needs and determine appropriate actions to be taken
• Ability to find solutions and make quick decisions that resolve operational challenges

• Required: High School Diploma or GED

• Entry level experience, developing skills and knowledge in:
  • Contact Center Workforce Management processes and applications
  • Intraday (Daily Operations) contact forecasting including but not limited to calls, emails, chats, queues, and off phone work
  • Intraday (Daily Operations) scheduling
  • Inbound Contact Center experience*

• N/A

• Ability to perform work duties from limited space workstation/desk/office area for extended periods of time
• Ability to communicate and interact with others in the English language to meet the demands of the job
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age
• Must be able to comply with Company attendance standards as described in established guidelines
• Must be able to work flexible schedules to support a 24hr operation

• Competitive market salary from $58,850 - $65,400 ,* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Southwest will help fund your Retirement Savings Plan with Company contributions up to 9.3% of your eligible earnings**
• Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan- when Southwest profits, you profit***
• Competitive health insurance for you and your eligible dependents (including pets)
• Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.
• Explore more Benefits you'll love:https://careers.southwestair.com/benefits