Contact Center Team Lead: Real-Time Ops & Coaching

American Airlines; Fort Worth (TX); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k)

Employee discounts

Job summary

American Airlines is seeking a Team Lead for the Contact Center at the DFW HQ in Fort Worth, TX. You will lead a dedicated team, coach staff, and coordinate real-time activities to ensure accurate, efficient operations aligned with business goals.

The role demands strong analytical skills, stakeholder management, and experience with workforce management in a fast-paced environment. Travel and schedule flexibility are inherent to this leadership position.

Qualifications

• Bachelor’s degree in business, analytics, operations, or related field, or equivalent experience.
• 3 years of experience in workforce management, contact center operations, or related analytical roles.

Responsibilities

• Provide daily leadership, coaching, and subject matter expertise to a team supporting essential operational processes.
• Oversee real‑time and intraday activities to ensure work is completed accurately, efficiently, and in alignment with business priorities.
• Serve as the primary escalation point for operational issues, ensuring timely resolution and clear communication across teams.
• Standardize workflows, documentation practices, and investigative approaches to improve consistency and reliability.
• Partner with cross‑functional teams—including Operations, Technology, and Workforce Support—to coordinate priorities and maintain seamless support for frontline employees.
• Monitor performance trends, identify process gaps, and recommend improvements that enhance team effectiveness and service delivery.
• Promote a culture of accountability, structured execution, and continuous improvement.

Skills

Microsoft Office

Excel

Statistics

Relational databases

Power BI

Tableau

SQL

Coaching staff

Performance management

Customer service

Stakeholder management

Communication skills

Data analysis

Workforce management

Education

Bachelor’s degree in business, analytics, operations, or related field, or equivalent experience

Tools

SABRE

AACoRN

QIKRes

iClaim

Nettracer

Job description

American Airlines is seeking a Team Lead for the Contact Center at the DFW HQ in Fort Worth, TX. You will lead a dedicated team, coach staff, and coordinate real-time activities to ensure accurate, efficient operations aligned with business goals.

The role demands strong analytical skills, stakeholder management, and experience with workforce management in a fast-paced environment. Travel and schedule flexibility are inherent to this leadership position.