Analyst/Sr Analyst, Contact Center - Strategy and Planning

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

• 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 skills

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

Language/Communication Skills

Ability to effectively communicate both verbally and written with all levels within the organization
Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship. Note: If the Company has reason to question an employee’s physical ability to safely and/or successfully perform the position’s essential job functions, the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate. HR (working with the operation) ordinarily first speaks with the team member directly and they mutually identify the physical demands of the job that are or may be impacted by the employee’s obvious or known condition. Then, if necessary, HR would request medical documentation from the team member’s treating physician or others to confirm the employee’s ability to perform those essential job functions safely and successfully.

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.