Analyst/Senior Analyst, Contact Center - Strategy and Planning (Ft Worth, TX, US)

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 40559 

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you.As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

• This job is a member of the Contact Center - Planning & Analysis Team within the Customer Experience organization.
• Responsible for the strategic direction of Contact Center Planning through performance measurement, data analysis and defining strategic initiatives to make American Airlines contact centers best in class.

What you'll do

• Supports the strategic direction of Contact Center Planning through performance measurement, data analysis and defining strategic initiatives to make American Airlines contact centers best in class
• Owns and performs a variety of strategic and analytical projects to support the future vision of Reservations, Service Recovery and Contact Center Technology
• Recommends and analyzes solutions for improving customer experience, operational performance and business processes
• Builds relationships with business owners at all levels within Customer Experience, Reservations and Service Recovery to understand what is needed to most effectively manage their business
• Conducts statistical and trend analyses to forecast call/case volume and other key metrics in order to accurately develop financial and staffing models
• Conducts financial and ROI analyses to quantitatively measure the effects of efficiency or technology initiatives
• Acts as owner of at least one contact center, serving as the main point of contact for staff planning, yearly budget and monthly forecast, and strategic initiatives
• Creates presentations and presents to senior leadership
• Works on other special projects as assigned, which include cross-utilization within the department or with other departments

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in relevant field or equivalent experience/training
• 3 years of related experience
• Experience working on strategic initiatives, seeing projects through from vision through implementation
• Two years of experience with data analysis or financial modeling

Preferred Qualifications- Education & Prior Job Experience

• Master's degree
• Advanced experience with Excel modeling
• Contact Center knowledge (Reservations and/or Service Recovery)
• Previous financial reporting and project management experience
• Prior experience with American's financial budget and forecast process

Skills, Licenses & Certifications

• Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
• Advanced experience with Excel and PowerPoint presentation development
• Self-motivated individual with a high personal standard of excellence who can work independently to drive for results
• Highly conceptual thinker that excels at thinking outside-the-box
• Ability to function in a high volume, multi-project, and sometimes ambiguous environment
• Excellent organizational and planning skills
• Ability to identify opportunities for improvement as well as proven success driving change through strategic initiatives
• Ability to work within teams to accomplish goals
• Advanced knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook
• Excellent presentation skills

What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.

Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel Free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

 

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

Additional Locations: None
Requisition ID: 40559 

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