Analyst/Sr Analyst, Contact Center - Analytics

Job description

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. - Responsible for providing data and analytics support to one or more AA contact centers. What you'll do: - Supports strategic direction for Contact Center Planning through measurement and analysis of key performance metrics - Performs complex quantitative analysis on a wide range of contact center subject areas to identify insights and support policy decision making - Produces standard reports and support high-value analysis aimed at better understanding our customers and policies to improve the overall contact center experience and bottom line revenue. - Participates in the development of an overall...