Sr Analyst, Contact Center - Analytics

Join the American Airlines Family as a Sr Analyst, Contact Center - Analytics and Unlock a World of Possibilities

We're seeking a highly skilled and motivated Sr Analyst to join our Contact Center Planning, Reporting, and Operations team. As a key member of our team, you will provide data and analytical support to one or more American Airlines contact centers, driving business growth and improving customer experiences.

Job Summary:

In this exciting role, you will:

• Support strategic direction for Contact Center Planning through measurement and analysis of key performance metrics
• Perform complex quantitative analysis on a wide range of contact center disciplines to identify insights and support policy direction
• Produce standard reports and support high-value analysis focused on better understanding our customers and developing strategies to improve the overall contact center experience and bottom-line revenue
• Participate in the development of an overall analytics strategy for the company and lead highly visible projects across multiple departments to support the strategy
• Act as the owner of at least one contact center data discipline, serving as the primary point of contact for data requests, metadata, and statistical analyses
• Collaborate with colleagues to help define KPIs and data sources for newly developed policies and products

Requirements:

To be successful in this role, you will need:

• 3 years of related work experience
• 3 years of experience in data extraction, manipulation, and analysis from social databases
• Experience with data extraction tools and techniques (SQL, SAS, Access, etc.)
• Experience using internal data warehouses (e.g., Mosaic) for data extraction, analysis, and reporting
• Bachelor's degree

Preferred Qualifications:

Preferred candidates will have:

• Graduate degree
• Experience creating solutions on a Big Data platform using tools like Hadoop, Impala, Kylo, and ZoomData
• Experience with Azure Databricks and SSMS a plus
• Experience in one or more of the following programming languages - SAS, Python, R, along with related development environments (e.g., R-Studio, JupyterHub, PyCharm, etc.)
• Certified Analytics Professional

What We Offer:

At American Airlines, we offer a competitive salary and a comprehensive benefits package, including:

• Medical benefits: access to health, dental, prescription, and vision benefits from day one
• Wellness programs: tools, resources, and support to help you be your best self
• 401(k) program: available upon hire, with employer contributions available after one year
• Additional benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more

Join Our Team!

This is a fantastic opportunity to grow your career with a leading airline. If you have the skills and passion we're looking for, please submit your application today.