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!

The Analyst/Sr Analyst Insights role supports our Contact Centers and is a member of the Quality Team, within the Contact Center Planning and Support Division. This team has the unique opportunity to work with our various Contact Centers to design and deploy Best Practices use of technology that directly impacts the performance of our Managers, Frontline team members and outcomes for our customers. This position will participate in project work covering a wide variety of strategic and operational analyses that will drive technology utilization to impact data-driven decision making. Our team celebrates your unique perspectives and provides you an opportunity to contribute within a team of influencers.

• Gathers, analyzes, and interprets data to support operations, increase customer satisfaction, and advance business development.
• Prepares and presents findings on trends, outlying issues, and risks to senior management
• Builds complex analytics queries through NICE
• Understands the varying and unique needs of the call centers in which the Quality Team Supports
• 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 and helps plan change management strategy
• 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
• Identifies barriers/ solutions and communicates with key stake holders to provide intervention
• Builds coaching models and plans for Quality and frontline leaders based up on actionable analytics.

• Minimum Qualifications- Education & Prior Job Experience
  • Bachelor’s Degree in a related field or equivalent experience/training
  • 3 years work experience
• Preferred Qualifications- Education & Prior Job Experience
  • Contact center experience
  • Demonstrated strong analytical skills, with at least 2 years’ work experience in business, leadership, or an analyst role
  • Reservations experience with knowledge of AACoRN & WebRef
  • Service Recovery and/or AAdvantage Customer Service experience
  • Experience with driving revenue through sales initiatives and behaviors
  • Experience in preparing summary presentations for senior management
• Skills, Licenses & Certifications
  • Strong analytical, quantitative knowledge
  • Advanced 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
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Access, etc.
  • Ability to evaluate and re-design business processes

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

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.