Manager, Contact Center - Reporting and Analytics

American Airlines • Dallas, TX

4d

About The Position

This job is a member of the Contact Center - Reporting and Analytics Team within the Customer Operations and Excellence organization. Responsible for ensuring that leaders, through the Customer Experience, Reservations and Service Recovery organization, have access to the data that they need. Ensures that data is available to support tracking of KPIs and development of new programs, tools, and processes. Develops dashboards and reports that drive strategic decision making, and improved employee performance tracking. Leverages Advanced Analytics (AI and ML) to make smarter decisions that lead to improved customer satisfaction and revenue outcomes.

Requirements

• Bachelors Degree in Engineering, Business, Statistics, or a related technical discipline
• Demonstrated experience with large data sets and data visualization
• 5 years of experience in an analytical role supporting senior leadership positions
• 5 years of experience using SQL, Scripting Languages (e.g. SAS, Python, R), and Data Visualization Tools (e.g. PowerBI, Tableau, Qlik)
• Ability to build strong relationships with internal customers at all levels, IT counterparts and external organizations
• Advanced knowledge of leveraging Python and SQL for data manipulation, as well as Tableau for data visualization
• Ability to perform in a fast paced environment while maintaining a professional and effective approach in high stress situations
• Ability to meet deadlines, handle multiple projects, and conduct meetings/presentations
• Ability to effectively communicate both verbally and in writing with all levels within the organization
• Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship.

Nice To Haves

• Advanced degree in Engineering, Business, Statistics, or a related technical discipline
• 5 years of reporting and analytical insight generation using SQL, Python, Spark, and Tableau
• Experience with Databricks and working with data in the cloud (e.g. AWS, GCP), preferably Microsoft Azure
• Experience in attracting, selecting, developing, and motivating individuals who can work as a team to meet deliverables and quickly overcome obstacles
• Functional knowledge of the following subject areas: Contact Centers, SABRE PNR/VCR, and Ancillary Sales
• Tableau Desktop Certified Professional
• INFORMS Certified Analytics Professional
• Microsoft Certification in Azure Fundamentals and Azure Data Fundamentals

Responsibilities

• Leads and develops a team of Analysts responsible for reporting and analytics over a range of Contact Centers – Reservations, Customer Relations, Central Baggage, Social Media, System Support, Day of Departure, and AAdvantage Customer Service.
• Develops and expands the technical capabilities of Analysts in the area of data/analytics engineering and data visualization.
• Executes the strategic data vision for Contact Center analytics, ensuring that data is captured and curated into highly useful data objects that simplify reporting and advanced analytics.
• Defines technical specifications for data objects that will be reusable and simplify ad-hoc requests and simple reporting.
• Builds relationships with business leaders at all levels across Contact Centers to understand the reporting and analytics necessary to manage their business most effectively.
• Develops and leverages machine learning and artificial intelligence models to improve business outcomes – increased revenue, increased customer satisfaction, lower handle time, lower attrition, etc.
• Expands Data Literacy across the Contact Center organization. Develops curriculum to ensure a common data language and ensure users can interact with data across a range of skill levels.
• Participates in corporate Data Governance initiatives, ensuring data is properly governed and catalogued. Develop data stewards and oversee data access polices for owned data objects.
• Must be willing to travel for business when needed.
• Must be willing to occasionally work outside of normal business hours for business needs.

Benefits

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees