Analyst/Senior Analyst, Contact Center - Reporting and Analysis (Ft Worth, TX, US)

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 40454 

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 providing reporting and data analysis support for the Contact Center Planning division. 

What you'll do

• Deliver standard reports and support high-value analysis aimed at improving contact center performance
• Support strategic direction of Contact Center Planning through performance measurement and data analysis
• Perform complex quantitative analysis on a wide range of Contact Center subject matters to identify key trends and insights to support business strategy
• Acts as owner of at least one contact center, serving as the main point of contact for data requests and data analysis
• Works with business partners to help define KPIs and data sources and build new reports to solve business needs
• Identifies areas where analytics can be utilized to improve existing processes, policies, procedures or performance Proactively identifies and implements new sources of data to build new reports and improve existing ones

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in relevant field or equivalent experience/training
• 3 years related experience
• Proven analytical skills with a demonstrated aptitude for understanding the business, working with data, developing detailed logical analysis, and solving problems creatively
• Two years of experience with data extraction, manipulation and analysis
• Experience with data extraction tools and methods (SQL, SAS, Access, etc.)
• Experience with internal data warehouse's (e.g., Mosaic) for data extraction, analysis and reporting
• Experience with Excel modeling and PowerPoint presentation development

Preferred Qualifications- Education & Prior Job Experience

• Masters degree
• Advanced experience with Microsoft Excel and Tableau
• Knowledge of SQL

Skills, Licenses & Certifications

• Self-motivated individual with a high personal standard of excellence who can work independently to drive for results
• Highly analytical and 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
• Capability to digest complex fact scenarios and develop compelling analysis
• Ability to demonstrate strong analytical skills, including ability to logically structure analysis of complex data sets to develop creative ideas or solutions
• Ability to work within teams to accomplish goals
• Advanced knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook

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: 40454 

Apply Now