Analyst/Sr Analyst, Contact Center - Analytics

American Airlines; Fort Worth (TX); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k)

Employee discounts

Job summary

American Airlines is seeking an Analyst/Sr Analyst in Analytics for the DFW area. You will support data and analytics for one or more contact centers, develop insights, and drive policies that improve customer experience and profitability.

Responsibilities include measuring key performance metrics, performing advanced quantitative analyses, and leading analytics projects across departments. You will own data subject areas and liaise with the Contact Center Planning team to source data and

Qualifications

• Bachelor’s degree or equivalent in a technical field and 3 years of related work experience.
• Experience extracting and analyzing data from relational databases using SQL, SAS or similar tools.
• Proficiency in BI tools like Tableau/Power BI and Excel; ability to build and interpret dashboards.

Responsibilities

• Analyze contact center data to measure KPIs and support policy decisions.
• Produce standard reports and deliver high‑value analytics to improve customer experience and revenue.
• Lead analytics projects across departments and own data subject areas for requests and metadata.

Skills

SQL

SAS

Access

Python

R

Excel

Tableau/Power BI

Data analysis

Project management

Education

Bachelor’s degree in CS/Stats/DS or related

Master's degree

Tools

Hue

Impala

Kylo

ZoomData

Azure Databricks

SSMS

Job description

Analyst/Sr Analyst, Contact Center - Analytics View Profile

Need Accommodation Assistance?

Analyst/Sr Analyst, Contact Center - Analytics Posting Start Date: 10/13/26

Location:DFW Headquarters Building 8 (DFW-SV08)
Cities:Fort Worth - TX
Requisition ID:88844
This job will continue to be posted until at least 10/20/2026

Job Description

Intro

Are you ready to explore a world of possibilities, both at work and duringyour 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 analytics plan for the company and lead highly visible projects across multiple departments to support the plan
• Acts as an owner of at least one contact center data subject area, serving as the main contact point for data requests, metadata, and statistical analyses
• Serves as the liaison between Mosaic and the Contact Center Planning team, developing new data sources and overseeing enhancements to existing databases.
• Works with business partners to help define KPIs and data sources for newly developed policies and products.

All you'll need for success

• Minimum Qualifications- Education & Prior Job Experience
  • Bachelor’s degree in Computer Science, Statistics, Mathematics, Data Science, Business Analytics or related technical discipline; or equivalent experience/training
  • 3 years related work experience
  • 2 years of experience with data extraction, manipulation and analysis from relational databases
  • Experience with data extraction tools and methods (SQL, SAS, Access, etc.)
  • Experience using internal data warehouse’s (e.g. Mosaic) for data extraction, analysis, and reporting
• Preferred Qualifications- Education & Prior Job Experience
  • Master's degree
  • Experience developing solutions on a Big Data platform utilizing tools such as Hue, 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 associated development environments (e.g. R-Studio, JupyterHub, PyCharm, etc.)
  • INFORMS Certified Analytics Professional
• Skills, Licenses & Certifications
  • Strong project management skills, including experience managing projects across departments
  • Proficient with Microsoft Office applications (MS Excel, Access and PowerPoint); advanced knowledge of Microsoft Excel and Tableau/Power BI is desirable
  • Comfortable writing SQL queries in at least one SQL variety (e.g., MSSQL, MySQL, etc.)
  • Advanced aptitude in problem-solving, including the ability to logically structure an appropriate analytical framework
  • Excellent leadership and teamwork skills with proven ability to work effectively in a variety of situations

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.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on lifeâs journey? Feel free to be yourself at American.

Cities:Fort Worth - TX
Requisition ID:88844

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history. ©2025, American Airlines, Inc. We are excited you're interested in beginning your career journey with us. All applications will only be submitted through this site, and we will never require payment at any time during the application process.