Analyst/Sr Analyst, Contact Center - Workforce 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

This job is a member of the Customer and Operations Excellence Division. Responsible for workforce planning and analysis for the Global Reservations group.

What You'll Do

• Uses Aspect software (workforce management) along with AI and advanced analytics to prepare weekly and daily staffing requirements at a system, office, and department level
• Interfaces with the DOM/INTL contact centers on all scheduling and operational fronts
• Prepares 3-4 shift bids per year along with 10 holiday bids; incorporates AI-assisted schedule optimization to balance service levels and agent preferences
• Coordinates all off phone training assignments by office and department; uses predictive analytics to minimize service impact during training windows
• Analyzes more efficient approaches to manpower planning by leveraging updates to current software; evaluates emerging AI features for automation and optimization
• Produces and publishes department related reports, both scheduled and ad hoc, for the DOM/INTL Res Offices, Customer Planning, Service Recovery, ACS and the AA IT Navia group; develops interactive dashboards using BI tools (Power BI/Tableau) for actionable insights
• Communicates operational plans, impacts and decisions to both System Operations and Field personnel; uses AI-generated summaries and visualization tools for clarity and speed
• Performs ad hoc analyses, and works on projects related to differing system operational scenarios
• Troubleshoots and supports the Field operations personnel who use Aspect and eWFM applications; guides adoption of AI; guides adoption of AI-enabled WFM features
• Maintains operational file in TeamSite
• Drives operational excellence through continuous improvements using predictive and prescriptive analytics
• Analyzes lost time for all contact centers; uses AI anomaly detection to identify patterns and root causes
• Produces reports on lost time and develops plans for improvement
• Promotes an environment of mutual respect and trust between team and supported contacted centers
• Must be willing to work around operational needs
  
  

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelors degree or equivalent experience/training
• 3 years related work experience
• Knowledge of CWA/IBT contract for Reservations/Passenger Service
  
  

Preferred Qualifications- Education & Prior Job Experience

• Working knowledge of scheduling and shift exception processes
• Aspect eSP and NICE Totalview experience a plus
  
  

Skills, Licenses & Certifications

• Strong aptitude for problem solving
• Excellent interpersonal skills
• Ability to concisely present work
• Effective organization and planning skills
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint and Outlook
• Ability to coordinate activities and collaborate with multi-functional departments to ensure operational needs are met
  
  

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.