Contact Center Manager

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 a strong team that truly drives change for the airline. The Contact Center Strategy & Planning Team within the Customer Experience organization is at the epicenter of all Customer Experience strategic initiatives.
• Works cross-functionally with all groups within the Customer Experience organization, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, as well as with Finance, Loyalty, Sales and Distribution, among others
• This highly analytical position leads a diverse team of analysts specializing in staffing models and financial forecasting. Must be highly analytical, able to adjust focus/priorities frequently and with little notice and be able to understand the challenges of the contact center operation.

What you'll do

• Leads a team of analysts who conduct statistical and trend analyses to forecast call/case volume and other key metrics in order to accurately develop financial and staffing models
• Partners closely with Finance and Contact Centers to develop budgets, financial forecasts and staffing models to support staffing needs and promote customer experience initiatives
• Builds relationships with business owners at all levels within Customer Experience, Reservations and Service Recovery 
• Works closely with Contact Center leaders to make headcount decisions driven by schedule changes, demand fluctuations, team member changes, etc
• Provides a team of analysts with structure, support, and most importantly, care
• Leads the budget cycles for Contact Center headcount forecasts that represent ~$300M of annual expense

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in Aviation, Mathematics, Statistics, Finance, Industrial Engineering, Business or related analytical field or equivalent experience/training
• 5 years of related work experience
• Minimum 4 years of experience in workforce planning, contact center strategy, finance, network planning, revenue management, or related airline field
• Advanced experience with Excel modeling

Preferred Qualifications- Education & Prior Job Experience

• Master's degree
• Contact center knowledge (Reservations and/or Service Recovery) and understanding of contact center operations and staffing strategies
• Experience working with and presenting to senior leadership
• Prior experience with American's financial budget and forecast process 

Skills, Licenses & Certifications

• Ability to lead a team on projects that impact multiple business units
• Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
• Effective leadership skills with the ability to communicate expectations, motivate team members, provide feedback, delegate tasks and promote career growth of direct report(s)
• Advanced experience with Excel and PowerPoint presentation development
• Self-motivated individual with a high personal standard of excellence who can work independently to drive for results
• Excellent organizational and planning skills
• Ability to work within teams to accomplish goals
• Excellent presentation skills
• Ability to explain technical concepts and adjust messaging based on the audience, including non-technical groups
• Ability to influence through outstanding interpersonal skills, collaboration, and negotiation skills

What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

• 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

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.