Analyst

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 Planning, Reporting, and Operations Team within the Customer Division. 
• In this role, you'll play a crucial part in providing data and analytics support to our contact centers, contributing to strategic decision-making processes, and ultimately enhancing the overall customer experience and revenue generation.

What you'll do

• Collaborate with cross-functional teams to understand business objectives and data requirements related to contact center operations.
• Extract, clean, and transform large datasets from various sources, including call recordings and chat logs. 
• Perform exploratory data analysis to uncover patterns, trends, and anomalies in customer interactions. 
• Develop and maintain dashboards and reports to track key contact center metrics, such as call volumes, first contact resolution rates, and customer satisfaction scores.
• Provide actionable insights and recommendations to improve customer experience, operational efficiency, and business outcomes.
• Stay current with industry trends and best practices in data analytics and contact center technologies.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree, or equivalent experience
• 1+ years of relevant work experience in analytics

Preferred Qualifications- Education & Prior Job Experience

• Master's degree
• Experience with scripting languages like Python or R 
• Familiarity with Azure Databricks

Skills, Licenses & Certifications

• Strong project management skills, with experience managing projects across departments 
• Advanced visualization tools knowledge is desirable (Tableau/Power BI)
• Advanced problem-solving skills, with the ability to logically structure analytical frameworks
• Excellent leadership and teamwork skills, with a proven ability to work effectively in various situations
• Proficiency in Microsoft Office applications

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.