Analyst – Stay At Home Jobs

Job Type: Analyst from home
Location: Texas work from home
Company: American Airlines

Position Description:

You will be a part of a powerful team that is actually driving change for the airline. The Customer Experience organization’s Contact Center Strategy & Planning Team is at the heart of all Customer Experience strategic initiatives.
You will collaborate with all departments within the Customer Experience organization, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, as well as Finance, Loyalty, Sales, and Distribution.
This is a very dynamic role that will inspire you to explore the world of contact centers in pursuit of continual improvement in order to provide a world-class customer experience. You will collaborate closely with corporate partners to ensure that American remains one step ahead of a rapidly changing industry.

What you intend to do

• Supports the strategic direction of American’s customer experience and contact centers in order to make them best in class by measuring performance, analyzing data, and establishing strategic initiatives.
• Contributes to a variety of strategic and analytical projects to support the Reservations, Service Recovery, and Contact Center Technology future vision.
• Analyzes and suggests ways to optimize work productivity, operational performance, and customer experience through technology, business process changes, and workforce modifications.
• Develops action plans to overcome business difficulties with business owners at all levels in Customer Experience, Reservations, and Service Recovery.
• Conducts statistical and trend analysis to estimate call/case volume and other critical variables so that financial and staffing models can be developed appropriately.
• Serves as the primary point of contact for long-term staffing predictions and forecasts as the owner of at least one contact center.
• Makes presentations and communicates with and delivers to Contact Center leadership on a regular basis.
• Other unique projects may be allocated, such as cross-utilization within the department or with other departments.

Everything you’ll need to succeed

• Bachelor’s degree or comparable experience/training in a relevant field
• two years of relevant experience
• Worked on financial projections, capacity modeling, or strategic initiatives, seeing projects through from conception to completion.