Analyst/Sr Analyst, Contact Center - Strategy and Planning
American Airlines, Fort Worth, TX, United States
Why you'll love this job
You will be part of a strong team that truly drives change for the airline. The Contact Center - Strategy & Planning Team within the Customer Experience organization is at the epicenter of all Customer Experience strategic initiatives.
You will work cross-functionally with all groups within the Customer Experience organization, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, as well as with Finance, Loyalty, Sales and Distribution, among others.
Very dynamic role that will drive you to explore the contact center world in search of continuous improvement and lead the way to a world-class customer experience. You will work closely with business partners to ensure American is always one step ahead of a quickly evolving industry.
What you'll do
Conducts statistical and trend analyses to forecast call/case volume and other key metrics to accurately develop financial and staffing models.
Acts as owner of one or more contact centers, serving as the main point of contact for long‑term staffing projections and forecasts.
Partnering closely with Finance and Contact Centers on budget, forecast process and strategic initiatives to support future vision of the department.
Performs data‑driven cost‑benefit analyses to assess the impact of efficiency improvements and strategic initiatives.
Evaluates existing business processes and analyzes/recommends solutions to increase work efficiency, operational performance and customer experience through technology, business process improvements and staffing adjustments.
Builds relationships with business owners at all levels within Customer Experience, Reservations and Service Recovery and develops action plans to overcome business challenges.
Creates presentations and frequently interacts with 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
Intermediate to advanced Excel skill
Preferred Qualifications- Education & Prior Job Experience
Master's degree
Previous financial reporting and project management experience
Knowledge of American's financial budget and forecast process a plus, but not necessary
Skills, Licenses & Certifications
Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
Advanced experience with Excel
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
Excellent presentation skills
What you’ll get
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.
EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.
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You will be part of a strong team that truly drives change for the airline. The Contact Center - Strategy & Planning Team within the Customer Experience organization is at the epicenter of all Customer Experience strategic initiatives.
You will work cross-functionally with all groups within the Customer Experience organization, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, as well as with Finance, Loyalty, Sales and Distribution, among others.
Very dynamic role that will drive you to explore the contact center world in search of continuous improvement and lead the way to a world-class customer experience. You will work closely with business partners to ensure American is always one step ahead of a quickly evolving industry.
What you'll do
Conducts statistical and trend analyses to forecast call/case volume and other key metrics to accurately develop financial and staffing models.
Acts as owner of one or more contact centers, serving as the main point of contact for long‑term staffing projections and forecasts.
Partnering closely with Finance and Contact Centers on budget, forecast process and strategic initiatives to support future vision of the department.
Performs data‑driven cost‑benefit analyses to assess the impact of efficiency improvements and strategic initiatives.
Evaluates existing business processes and analyzes/recommends solutions to increase work efficiency, operational performance and customer experience through technology, business process improvements and staffing adjustments.
Builds relationships with business owners at all levels within Customer Experience, Reservations and Service Recovery and develops action plans to overcome business challenges.
Creates presentations and frequently interacts with 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
Intermediate to advanced Excel skill
Preferred Qualifications- Education & Prior Job Experience
Master's degree
Previous financial reporting and project management experience
Knowledge of American's financial budget and forecast process a plus, but not necessary
Skills, Licenses & Certifications
Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
Advanced experience with Excel
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
Excellent presentation skills
What you’ll get
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.
EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.
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