Contact Center Analytics Analyst — Drive Insights
American Airlines
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Benefits offered by this job
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
Education
Tools
Job description
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
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