Team Lead, Contact Center- Workforce Support

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 role sits within the Customer and Operations Excellence organization. You’ll lead a high performing team of Workforce Analysts who blend data driven decision making with AI powered tools to optimize workforce operations. - You’ll own the day to day and real time operation of this team. Supporting the coordination of training, scheduling, and intra day management—to meet service goals while improving efficiency and team well being. - You’ll drive workforce optimization initiatives, guiding your analysts to experiment, automate, and scale best practices across the domestic operation. What you'll do: As noted above, this list is intended to reflect the current job but there may be additional essential funct...