Analyst/Sr Analyst, Contact Center - Analytics

American Airlines Group - Dallas, TX

Full-time - Mid Level

Dallas, TX

Air Transportation

About the position

The Analyst/Sr Analyst position in the Contact Center Analytics team at American Airlines focuses on providing data and analytics support to enhance the performance of contact centers. The role involves analyzing key performance metrics, producing reports, and leading projects to improve customer experience and operational efficiency.

Responsibilities

• 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 subject areas to identify insights and support policy decision making.
• Produce standard reports and support high-value analysis aimed at better understanding customers and policies to improve the overall contact center experience and bottom line revenue.
• Participate in the development of an overall analytics plan for the company and lead highly visible projects across multiple departments to support the plan.
• Act as an owner of at least one contact center data subject area, serving as the main contact point for data requests, metadata, and statistical analysis.
• Serve as the liaison between Data Engineer team and the Contact Center Planning team, developing new data sources and overseeing enhancements to existing databases.
• Work with business partners to help define KPIs and data sources for newly developed policies and products.

Requirements

• Bachelor's degree in Computer Science, Statistics, Mathematics, Data Science, Business Analytics or related technical discipline; or equivalent experience/training.
• 3 years related work experience.
• 2 years of experience with data extraction, manipulation and analysis from relational databases.
• Experience with data extraction tools and methods (SQL, SAS, Access, etc.).
• Experience using internal data warehouses (e.g. Mosaic) for data extraction, analysis, and reporting.

Nice-to-haves

• Master's degree.
• Experience developing solutions on a Big Data platform utilizing tools such as Impala and Spark.
• Experience with Azure Databricks and Azure ML.
• Experience in one or more of the following programming languages - SAS, Python, R, along with associated development environments (e.g. R-Studio, JupyterHub, PyCharm, etc.).
• Experience with Contact Center Data - customer complaints, call data, NPS, etc.

Benefits

• Travel Perks: Access to 365 destinations on more than 6,800 daily flights across the global network.
• Health Benefits: Access to health, dental, prescription, and vision benefits from day one, including virtual doctor visits and flexible spending accounts.
• Wellness Programs: Tools, resources, and support for personal wellness.
• 401(k) Program: Available upon hire with employer contributions after one year, depending on the workgroup.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.