Analyst/Sr Analyst, Contact Center - Quality Strategy

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 Customer Experience Team within the Global Reservations Division.

• Responsible for identifying opportunities to improve operations and customer experience by leveraging new agent and customer facing technology. Support project team (s) through all phases of Reservations projects related to technology in the contact centers (e.g. IVR, CTI, agent desktop application, business intelligence tools), including requirements definition, business case development, planning, implementation and post implementation analysis.

What you'll do

• Coordinates with various business departments to receive and validate key model assumptions; defend and justify assumptions to assist in moving project from planning to approval

• Prepares and presents business justification for senior management and board of directors explaining project expenses and associated value

• Organizes and coordinates with vendor and internal constituencies for visits to locations for discovery sessions

• Partners with IT and the business to communicate needs, business goals and requirements, and timelines to drive projects to completion

• Provides direction to Reservations operational managers and directors to discuss impact to the operation and help to plan change management strategy accordingly

• Conducts statistical and trend analyses to quantitatively measure the effects of each project on Reservations call metrics and business P&L

• Conducts project meetings; complete project tracking/ analysis reports; report to management and business owners regarding project progress, issues, and risks

• Assists with oversight of vendors, as required; track and review vendor deliverables

• Identifies barriers/ solutions requiring management intervention

• Monitors industry technology developments

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s Degree in a related field or equivalent experience/training

• 3 years work experience

• Demonstrated strong analytical skills, with at least 2 years’ work experience in an analytical role

Preferred Qualifications- Education & Prior Job Experience

• Advanced degree

• Reservations experience with knowledge of AACoRN & WebRef

• Experience with driving revenue through sales initiatives and behaviors

• Ability to evaluate and re-design business processes

• Highly organized

• Experience in preparing summary presentations for Sr. Management

Skills, Licenses & Certifications

• Advanced modeling skills, including the ability to logically structure analytical framework

• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Access, etc.

• Knowledge of advanced modeling skills, including the ability to logically structure analytical framework

• Strong analytical, quantitative knowledge

• Skilled in modeling skills, including the ability to logically structure analytical framework

• Ability to deliver accurate work in a multiple deadline environment

• Ability to be adaptable and flexible in the use of analytical approaches

• Ability to be logical and pro-active approach to problem solving

• Ability to deliver accurate work in a multiple deadline environment

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+ Team Member 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.

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.