Team Lead, Contact Center- Systems

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 Operation Team within the Customer and Operations Excellence organization.
• You’ll lead and guide a team of Analysts responsible for maintaining and supporting reservations applications (AACoRN, QIK, GMT, Nexus). You will ensure consistent research, escalation, troubleshooting, and communication of system issues reported by local offices, while upholding company policies, procedures, and technical standards.
• You’ll serve as the central coordination point between frontline operations, support teams, and technology partners, ensuring timely resolution of issues, clear communication, and operational readiness.

What you'll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced.  Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

•    Provide daily leadership, coaching, and subject matter expertise to a team supporting essential operational processes.
•    Oversee real‑time and intraday activities to ensure work is completed accurately, efficiently, and in alignment with business priorities.
•    Serve as the primary escalation point for operational issues, ensuring timely resolution and clear communication across teams.
•    Standardize workflows, documentation practices, and investigative approaches to improve consistency and reliability.
•    Partner with cross‑functional teams—including Operations, Technology, and Workforce Support—to coordinate priorities and maintain seamless support for frontline employees.
•    Monitor performance trends, identify process gaps, and recommend improvements that enhance team effectiveness and service delivery.
•    Promote a culture of accountability, structured execution, and continuous improvement.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

•    Bachelor’s degree in business, analytics, operations, or related field, or equivalent experience.
•    3 years of experience in workforce management, contact center operations, or related analytical roles.

Preferred Qualifications- Education & Prior Job Experience

•    Experience supporting complex operational or technical systems.
•    Background in workforce management, intraday operations, or contact center support.
•    Demonstrated success in process improvement or workflow standardization.
•    Familiarity with issue‑tracking tools, documentation systems, or operational reporting.
•    Strong stakeholder‑management skills.

Skills, Licenses & Certifications

•    Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook); advanced Excel preferred 
•    Working knowledge of statistics, relational databases, and analytics/visualization tools (e.g., SQL, Power BI/Tableau a plus) 
•    Deep technical understanding of reservations applications: AACoRN, SABRE, QIKRes, iClaim, Nettracer, and others 
•    Demonstrated ability to coach, set expectations, and manage performance with empathy and accountability 
•    Excellent customer service and stakeholder management skills; strong written and verbal communication 
•    Strong analytical skills with the ability to interpret data and make real‑time decisions.
•    Experience with workforce management systems and tools.
•    Ability to work in a fast‑paced, dynamic environment with shifting priorities.
•    Consistent job performance and attendance; ability to work 24/7/365 shifts as business needs require 
•    Composure under pressure; adept at balancing multiple priorities with minimal supervision