Analyst, Contact Center Curriculum Developer and Facilitator (Dallas, TX, US)

Location: DFW Headquarters Building 8 (DFW-SV08)   
Additional Locations: None
Requisition ID: 62057 

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 role is part of our Contact Center Training team within the Customer Experience Reservations and Service Recovery organization.  
• Plays a critical role in creating, maintaining, and assessing the quality of Instructor-led and VILT training curriculum for our contact center organization.

 

What you'll do

 

• Develops and maintains effective training curriculum
• Facilitates training for our contact center organization
• Evaluates employee performance to gauge training needs
• Conduct surveys to assess effectiveness of training offerings
• Collaborates across the contact center operations and various workgroups to understand the needs to determine, develop and deliver training to affect change management 
• Manages the planning and delivering of annual refresher training
• Stays aware of current trends in educating adults and implements appropriate changes as needed

 

All you'll need for success

 

Minimum Qualifications - Education & Prior Job Experience

• Bachelor's degree or equivalent experience/training
• 1 year airline experience
• Experience in corporate training / adult learning

 

Preferred Qualifications - Education & Prior Job Experience

• Project Management or Program Management experience
• Strong Instructional Design experience
• Previous experience in Advantage Customer Service, Reservations, Chat, Customer Relations or Customer Baggage Resolution Office 

 

Skills, Licenses & Certifications

• Knowledge of Camtasia, Captivate, Vyond or Articulate
• Be a kind and caring team member
• Excellent writing and editing capabilities
• Ability to lead a group of trainees through facilitation of curriculum
• Excels at articulating complex concepts concisely
• Ability to coordinate and deliver complex training products in a timely manner
• Intermediate or better proficiency in MS Suite, particularly; Excel, PowerPoint, Word, SharePoint
• Be a strong collaborator who can effectively drive for results and independently solve problems
• Outstanding organizational, prioritization, and multitasking skills
• Must be detail-oriented 

 

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: 62057 

Apply Now