Analyst/Sr Analyst, Global Reservations - Operations

Location: DFW Headquarters Building 8 (DFW-SV08)   
Additional Locations: None
Requisition ID: 72470 

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 part of the Contact Center Operations team within the Customer Experience organization, which is responsible for both Domestic and International Reservations and Service Recovery routing strategies. The Contact Center Operations team works directly with leadership to ensure our contact centers are provided with the right resources required to achieve performance goals.
• Responsible for building plans to more effectively manage and enhance call routing to increase efficiency and productivity levels within the organization. Works cross-functionally with many groups across the Customer Experience organization, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, among others.

What you'll do

• Works closely with contact center workforce planning and operations teams as they make staffing decisions driven by customer contact volumes, flight schedules, peak demand seasons, flex dates, etc.
• Evaluates operations procedures and processes 
• Works collaboratively with other operational and customer planning groups to understand their staffing needs and constraints
• Reviews call routing to build reports and make recommendations to improve the company’s performance metrics 
• Applies statistical analysis, simulations, and predictive modeling to analyze current procedures
• Researches market and industry trends and patterns 
• Prepares detailed reports of workflow research and improvements
• Evaluates existing business processes and analyzes/recommends solutions to increase work efficiency, operational performance and customer experience through technology, business process improvements and routing adjustments
• Builds relationships with business owners at all levels within Customer Experience, Reservations and Service Recovery and develop action plans to overcome business challenges
• Creates presentations and frequently interacts with and presents to senior leadership
• Leads the contact center operations team on executing and maintaining a balanced global operation
• Oversees the implementation of new projects or ad hoc requirements.  
• Communicates operational plans to all Domestic and International contact centers to keep everyone aligned on goals
• Utilizes analytical, reporting and modeling tools to help optimize American Airlines contact center operations strategy 
• Involved in continuous interaction with IT leadership to ensure that the International and Domestic contact center operations and processes are sustainable and meets business objectives
• Ensures global reservations call centers are fully functional and manages business interruption events affecting any one of eleven call centers.
• Reports and investigates operational impacts. Involves all necessary vendors during business interruption and drives troubleshooting to achieve adequate resolution
   

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in statistics, business, data management, operations research, or related field or equivalent experience/training
• 3 years’ experience as an operations analyst, in an operation or research analyst role, or related position supporting contact centers 
• Experience working on strategic initiatives, seeing projects through from vision through implementation

Preferred Qualifications- Education & Prior Job Experience

• Advanced experience with Excel modeling
• Contact center knowledge (Reservations and/or Service Recovery) and understanding of contact center operations and staffing strategies
• Experience working with and presenting to senior leadership
• Amazon Connect/AWS experience 
• Genesys Navia experience 

Skills, Licenses & Certifications

• Ability to analyze data and statistics and translate results into better solutions 
• Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
• Advanced experience with Excel and PowerPoint presentation development