Analyst, Contact Center - Analytics

Location: DFW Headquarters Building 8 (DFW-SV08)
Additional Locations: None
Requisition ID: 67961
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

• Responsible for providing data and analytics support to one or more AA contact centers. (Reservations, Customer Relations, Central Baggage Service, AAdvantage Customer Service, etc.).
• This job is part of the Contact Center Planning, Reporting, and Operations Team within the Analytics and Data Science Division.

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.

• Acts as an owner of at least one contact center, customer experience, or service recovery data subject areas, serving as the main contact point for data requests, metadata, and statistical analyses.
• Participates in the development of an overall analytics plan for the company and lead highly visible projects across multiple departments to support the plan.
• Serves as the liaison between the Data Engineering, Automation, and Analytics organization and the Contact Center Planning team, developing new data sources and overseeing enhancements to existing databases.
• Performs complex quantitative analysis on a wide range of contact center subject areas to identify insights, guide tool development, and support policy decision making.
• Supports strategic direction for Contact Center and Customer Experience Planning organization through measurement and analysis of key performance metrics.
• Works with business partners to help define KPIs and data sources for newly developed policies and products.
• Produces standard reports and support high-value analysis aimed at better understanding our customers and policies to improve the overall contact center experience and bottom-line revenue.

All you'll need for success
Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in Computer Science, Statistics, Mathematics, Data Science, Business Analytics or related technical discipline; or equivalent experience/training
• Experience with data visualization software (Tableau or PowerBI)
• Experience using internal data warehouse’s (e.g. Mosaic) for data manipulation, extraction, analysis, and reporting
• Experience with data extraction tools and methods (SQL, SAS, Python, etc.)

Preferred Qualifications- Education & Prior Job Experience

• INFORMS Certified Analytics Professional
• 2 years of experience with data extraction, manipulation, and analysis from relational databases
• Experience with Microsoft Azure and Databricks
• Master's degree
• Experience using Python, along with associated development environments (e.g. Jupyter, Spyder)
• Tableau Desktop Specialist or Tableau Certified Data Analyst Certification

Skills, Licenses & Certifications

• Proficient with Microsoft Office applications (MS Excel, Access and PowerPoint); advanced knowledge of Microsoft Excel and Tableau/Power BI is desirable
• Comfortable writing SQL queries in at least one SQL variety (e.g., MSSQL, MySQL, etc.)
• Advanced aptitude in problem-solving, including the ability to logically structure an appropriate analytical framework
• Excellent leadership and teamwork skills with proven ability to work effectively in a variety of situations
• Strong project management skills, including experience managing projects across departments

What You'll Get
Feel free to take advantage of all that American Airlines has to offer:

• 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.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• 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.
• 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.
• 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.
Additional Locations: None
Requisition ID: 67961