Contact Center Planning & Forecasting Manager

American Airlines Inc.; Fort Worth (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Travel perks

Health benefits on day one

Wellness programs

401(k) program

Employee discounts

Job summary

American Airlines, Inc. seeks a Manager, Contact Center - Planning and Forecasting at the Fort Worth HQ to lead a team of analysts forecasting call volume and developing staffing and financial models.

You will partner with Finance and CX groups to create budgets and headcount plans that align with strategic priorities. The role requires strong analytics, advanced Excel skills, and the ability to present to senior leadership while coordinating across multiple functions.

Qualifications

• Bachelor’s degree in a relevant analytical field or equivalent experience/training.
• 5+ years of related work experience.
• Minimum 4 years in workforce planning, contact center strategy, finance, or related airline field.
• Advanced experience with Excel modeling.

Responsibilities

• Leads a team of analysts who forecast volume and build staffing and financial models.
• Partners with Finance and Contact Centers to develop budgets and forecasts.
• Builds relationships with stakeholders across Customer Experience and related groups.
• Works with Contact Center leaders to inform headcount decisions.
• Oversees budget cycles for center headcount forecasts (~$300M).

Skills

Forecasting

Staffing models

Financial analysis

Excel modeling

Leadership

Communication

Presentation skills

Cross-functional collaboration

Education

Bachelor's degree

Master's degree (preferred)

Tools

Excel

PowerPoint

Job description

American Airlines, Inc. seeks a Manager, Contact Center - Planning and Forecasting at the Fort Worth HQ to lead a team of analysts forecasting call volume and developing staffing and financial models.

You will partner with Finance and CX groups to create budgets and headcount plans that align with strategic priorities. The role requires strong analytics, advanced Excel skills, and the ability to present to senior leadership while coordinating across multiple functions.