American Airlines

Analyst/Sr Analyst, Contact Center - Analytics

American Airlines$70K — $95K *
Business Services
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in a related technical discipline or equivalent experience
  • 3 years of related work experience
  • 2 years of experience with data extraction from relational databases
  • Experience with SQL, SAS, Access, or similar data extraction tools
  • Familiarity with internal data warehouse (e.g., Mosaic) for analysis and reporting

Responsibilities

  • Support strategic direction for Contact Center Planning via performance metric analysis
  • Conduct complex quantitative analyses on various contact center topics to drive decision-making
  • Produce standard reports and conduct high-value analyses to enhance customer understanding
  • Participate in developing an analytics plan and lead cross-departmental projects
  • Own at least one contact center data subject area and manage related data requests
  • Liaise between Mosaic and the Contact Center Planning team to enhance data sources
  • Collaborate with business partners to define KPIs and data sources for new policies

Benefits

  • Travel perks allowing free access to 365 destinations globally
  • Immediate health, dental, and vision benefits upon hiring
  • Wellness programs to support healthy lifestyle choices
  • 401(k) program access from day one with employer contributions possible
  • Additional perks including employee assistance programs, pet insurance, and discounts on travel services
Full Job Description
7/2/26

Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX
Requisition ID: 86622
This job will continue to be posted until at least 7/8/2026. If interested, please apply prior to this date.

Job Description

What you'll love this job

  • This job is part of the Contact Center Planning, Reporting, and Operations Team within the Customer Division.
  • Responsible for providing data and analytics support to one or more AA contact centers.


What you'll do

  • Supports strategic direction for Contact Center Planning through measurement and analysis of key performance metrics
  • Performs complex quantitative analysis on a wide range of contact center subject areas to identify insights and support policy decision making
  • Produces standard reports and support high-value analysis aimed at better understanding our customers and policies to improve the overall contact center experience and bottom line revenue.
  • Participates in the development of an overall analytics plan for the company and lead highly visible projects across multiple departments to support the plan
  • Acts as an owner of at least one contact center data subject area, serving as the main contact point for data requests, metadata, and statistical analyses
  • Serves as the liaison between Mosaic and the Contact Center Planning team, developing new data sources and overseeing enhancements to existing databases.
  • Works with business partners to help define KPIs and data sources for newly developed policies and products.


All you'll need for success

  • Minimum Qualifications- Education & Prior Job Experience
    • Bachelor's degree in Computer Science, Statistics, Mathematics, Data Science, Business Analytics or related technical discipline; or equivalent experience/training
    • 3 years related work experience
    • 2 years of experience with data extraction, manipulation and analysis from relational databases
    • Experience with data extraction tools and methods (SQL, SAS, Access, etc.)
    • Experience using internal data warehouse's (e.g. Mosaic) for data extraction, analysis, and reporting
  • Preferred Qualifications- Education & Prior Job Experience
    • Master's degree
    • Experience developing solutions on a Big Data platform utilizing tools such as Hue, Impala, Kylo, and ZoomData.
    • Experience with Azure Databricks and SSMS a plus
    • Experience in one or more of the following programming languages - SAS, Python, R, along with associated development environments (e.g. R-Studio, JupyterHub, PyCharm, etc.)
    • INFORMS Certified Analytics Professional
  • Skills, Licenses & Certifications
    • Strong project management skills, including experience managing projects across departments
    • Proficient with Microsoft Office applications (MS Excel, Access and PowerPoint); advanced knowledge of Microsoft Excel and Tableau/Power BI is desirable
    • Comfortable writing SQL queries in at least one SQL variety (e.g., MSSQL, MySQL, etc.)
    • Advanced aptitude in problem-solving, including the ability to logically structure an appropriate analytical framework
    • Excellent leadership and teamwork skills with proven ability to work effectively in a variety of situations


What you'll get

Feel free to take advantage of all that American Airlines has to offer:
  • 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

About American Airlines

US Airways provides international and domestic air transport in the United States. It is owned by the American Airlines Group. US Airways utilizes a fleet of 343 mainline jet aircrafts, along with 278 regional jet and turbo-prop aircrafts operated by contract and subsidiary airlines under the name US Airways Express. It was originally established as All American Aviation.It operates an airline network with 193 destinations in 24 countries in North America, South America, Europe, and the Middle East. It also operates the US Airways Shuttle, a US Airways brand which provides hourly service between Boston, New York City, and Washington, D.C.As of October 2013, US Airways employed 32,312 people worldwide and operated 3,028 daily flights.US Airways is a member of Oneworld, and it currently operates along with American Airlines as a result of a merge between the two holding companies of these airliners.US Airways was established in 1973. It operates hubs at Charlotte/Douglas International Airport, Philadelphia Inte...

American Airlines Careers

Join the dynamic team at American Airlines, a leader in global aviation and an innovator in the airline industry. With a wide range of job opportunities, American Airlines is the perfect place to advance your career, offering roles that cater to a variety of skills and professional interests. Work You’ll Do At American Airlines, you will be part of a team that is dedicated to providing world-class service and shaping the future of travel. Our employees enjoy a culture of collaboration and respect, where diversity and inclusion are celebrated. With American Airlines, you can contribute to a legacy of innovation and leadership in the skies. Transform Your Career American Airlines is not just a company; it's a community where you can grow your career through a robust suite of professional development and diversity training programs. Our leadership is committed to nurturing talent and recognizes the value of each individual’s growth. Join a team that leads with integrity and a passion for progress. At American Airlines, your career trajectory is bolstered by our commitment to innovation and excellence in the aviation industry. Internship Opportunities Kickstart your career with an internship at American Airlines. Gain invaluable industry experience, build your resume, and make connections that will propel your professional life. Our internships offer hands-on experience in a variety of departments, helping you discover your path in the aviation industry. Benefits of Working With Us American Airlines places immense value on the well-being of its team members. Employees enjoy competitive benefits including health, dental, and vision insurance, employee discounts, and flexible spending accounts. More than just perks, our benefits are designed to support your life, both at work and at home. Explore Job Opportunities Whether you’re looking to enhance your career in engineering, customer service, or leadership, American Airlines has a position that will match your skills and passions. We are continuously hiring and looking for motivated individuals who are ready to take their careers to new heights. Stay Connected Join Our Team Search open positions that align with your skills and interests. We are looking for passionate, curious, and solution-driven team players. SEARCH AMERICAN AIRLINES JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at American Airlines.
Learn more about American Airlines
Size
123,400 employees
Market Cap
$8 billion
Industry
Net Income
-$8.8 billion
Founded
1930
5 Year Trend
-5.7%
Revenue
$17.3 billion
NASDAQ

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