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.
Apply Now
Apply Now
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.
Apply Now
Apply Now