Manager, Contact Center - Workforce Planning

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 the Contact Center Workforce Planning Team within the Customer Experience Division, the epicenter of all Customer Experience strategic initiatives.
• The Workforce Planning team works directly with leadership to ensure our contact centers are provided with the right resources required to achieve performance goals.
• Responsible for leading a diverse team of analysts specializing in staffing models, data collection, and financial forecasting. Works cross-functionally with many groups across the Customer Experience organization, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, among others.
  
  

What You'll Do

• Works closely with contact center leaders as they make staffing decisions driven by customer contact volumes, flight schedules, peak demand seasons, flex dates, etc
• Works collaboratively with other operational and customer planning groups to understand their staffing needs and constraints
• Leads a team of analysts in a variety of functions aimed at building effective staffing plans to improve operational performance and enhance the customer experience
• Provides guidance to 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
• Evaluates existing business processes and analyze/recommend solutions to increase work efficiency, operational performance and customer experience through technology, business process improvements and staffing adjustments
• Administers system transfers, including part-time downgrades within the ATAB tool
• Determines staffing plans for shift bids, holiday bids and vacation bids
• Interprets CWA/IBT agreement between American Airlines and represented union team members as it relates to scheduling
• Engages with IT on workforce management related projects to provide direction and set priorities
• Builds relationships with business owners at all levels within Customer Experience, Reservations and Service Recovery and develop action plans to overcome business challenges
• Creates presentations and frequently interacts with and presents to senior leadership
  
  

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in relevant field or equivalent experience/training
• 5 years of prior managerial experience
• Prior workforce management experience
• Experience working on strategic initiatives, seeing projects through from vision through implementation
  
  

Preferred Qualifications- Education & Prior Job Experience

• Advanced experience with Excel modeling
• 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
  
  

Skills, Licenses & Certifications

• Ability to lead a large 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 skills with Excel and PowerPoint presentation development
• Self-motivated individual with a high personal standard of excellence who can work independently to drive for results
• Highly conceptual thinker that excels at thinking outside-the-box
• Ability to function in a high volume, multi-project, and sometimes ambiguous environment
• Excellent organizational and planning skills
• Ability to identify opportunities for improvement as well as proven success driving change through strategic initiatives
• Ability to work within teams to accomplish goals
• Excellent presentation skills
  
  

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
  
  

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 Employee 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.