Manager, Contact Center - Planning and Forecasting

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

Manager, Contact Center - Planning and Forecasting

Posting Start Date: 11/2/26

Location:DFW Headquarters Building 8 (DFW-SV08)
Cities:Fort Worth - TX
Requisition ID:89240
This job will continue to be posted until at least 11/9/2026.

Intro

Are you ready to explore a world of possibilities, both at work and during your 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 a strong team that truly drives change for the airline. The Contact Center Strategy & Planning Team within the Customer Experience organization is at the epicenter of all Customer Experience strategic initiatives.
• Works cross-functionally with all groups within the Customer Experience organization, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, as well as with Finance, Loyalty, Sales and Distribution, among others
• This highly analytical position leads a diverse team of analysts specializing in staffing models and financial forecasting. Must be highly analytical, able to adjust focus/priorities frequently and with little notice and be able to understand the challenges of the contact center operation.

What you'll do

• Leads a team of analysts who conduct statistical and trend analyses to forecast call/case volume and other key metrics in order to accurately develop financial and staffing models
• Partners closely with Finance and Contact Centers to develop budgets, financial forecasts and staffing models to support staffing needs and promote customer experience initiatives
• Builds relationships with business owners at all levels within Customer Experience, Reservations and Service Recovery
• Works closely with Contact Center leaders to make headcount decisions driven by schedule changes, demand fluctuations, team member changes, etc
• Provides a team of analysts with structure, support, and most importantly, care
• Leads the budget cycles for Contact Center headcount forecasts that represent ~$300M of annual expense

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• 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

Preferred Qualifications- Education & Prior Job Experience

• Master's degree
• Contact center knowledge (Reservations and/or Service Recovery) and understanding of contact center operations and staffing strategies
• Experience working with and presenting to senior leadership
• Prior experience with American's financial budget and forecast process

Skills, Licenses & Certifications

• Ability to lead a team on projects that impact multiple business units
• Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
• Effective leadership skills with the ability to communicate expectations, motivate team members, provide feedback, delegate tasks and promote career growth of direct report(s)
• Advanced experience with Excel and PowerPoint presentation development
• Self-motivated individual with a high personal standard of excellence who can work independently to drive for results
• Excellent organizational and planning skills
• Ability to work within teams to accomplish goals
• Excellent presentation skills
• Ability to explain technical concepts and adjust messaging based on the audience, including non-technical groups
• Ability to influence through outstanding interpersonal skills, collaboration, and negotiation skills

What you'll get

• 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 life’s journey? Feel free to be yourself at American.

Cities:Fort Worth - TX
Requisition ID:89240

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.