Contact Center Strategy & Forecasting Manager

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

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) plan

Employee discounts

Job summary

American Airlines in Fort Worth, TX is seeking a senior analytics leader for the Contact Center Strategy & Planning team. You will forecast call volumes, build financial and staffing models, and partner with Finance and various centers to create budgets and headcount plans.

The role requires strong Excel modeling, cross-functional collaboration and leadership experience to drive strategic initiatives across Customer Experience.

Qualifications

• 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

Responsibilities

• Leads a team of analysts who forecast call/case volume and other metrics to build financial and staffing models
• Partners with Finance and Contact Centers to develop budgets and staffing models
• Builds relationships with business owners across Customer Experience and related teams
• Makes headcount decisions driven by schedule changes and demand fluctuations
• Leads budget cycles for Contact Center headcount forecasts (~$300M annual expense)
• Provides structure, support and mentorship to the team

Skills

Leadership

Analytics

Excel

PowerPoint

Communication

Presentation

Teamwork

Education

Bachelor's degree

Master's degree

Tools

Excel

PowerPoint

Job description

American Airlines in Fort Worth, TX is seeking a senior analytics leader for the Contact Center Strategy & Planning team. You will forecast call volumes, build financial and staffing models, and partner with Finance and various centers to create budgets and headcount plans.

The role requires strong Excel modeling, cross-functional collaboration and leadership experience to drive strategic initiatives across Customer Experience.