Job Description

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 role is part of the Customer and Operations Excellence organization, where you’ll combine data-driven decision-making with AI-powered tools to optimize workforce operations. You’ll be responsible for analyzing and managing daily and real-time workload requirements, leveraging predictive analytics and automation to forecast call volumes, handle time trends, and improve scheduling accuracy. You’ll collaborate on AI-enabled workforce optimization projects, using advanced technologies to streamline processes and enhance operational efficiency.

What you'll do

• Create, maintain, and update daily, weekly, and monthly department reports using advanced analytics tools
• Analyze agent schedules and real-time staffing requirements, applying predictive analytics for optimization
• Develop and manage data logs and spreadsheets for reservations and performance metrics
• Assess and record overtime, vacation, and voluntary time-off (VTO) using automated tracking systems
• Update skill levels in Genesys and integrate AI-driven routing strategies
• Provides support for Home-Based Representatives
• Administers holiday bid, part-time extensions
• Answers incoming phone calls to Workforce
• Assists team members face to face at the Workforce window
• Complete operational and ad-hoc reports, incorporating AI-generated insights for decision-making
• Maintain local operational files via TeamSite and ensure data integrity
• Collaborate on AI-enabled workforce optimization projects and process automation initiatives
• Assist with other duties and responsibilities as needed, including ad-hoc reporting and analytics

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• ​ Bachelor’s degree in relevant field or equivalent experience/training

Preferred Qualifications- Education & Prior Job Experience

• Knowledge of E-Workforce and SABRE
• Reservations experience
• Current or previous Analyst experience
• Strong mathematical skills

Skills, Licenses & Certifications

• ​Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Knowledge of statistics
• Knowledge of relational data bases and applications
• Strong analytical skill set
• Excellent customer service skills
• Excellent job performance
• Excellent satisfactory attendance
• Ability to work 24/7/365
• Ability to work well under stressful situations
• Ability to handle multiple assignments, changing priorities with minimal supervision
  

Language/Communication Skills

• Ability to effectively communicate both verbally and written with all levels within the organization
• Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship. Note: If the Company has reason to question an employee’s physical ability to safely and/or successfully perform the position’s essential job functions, the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate. HR (working with the operation) ordinarily first speaks with the team member directly and they mutually identify the physical demands of the job that are or may be impacted by the employee’s obvious or known condition. Then, if necessary, HR would request medical documentation from the team member’s treating physician or others to confirm the employee’s ability to perform those essential job functions safely and successfully.

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.

Competencies

CaringCollaborationDevelopmentResultsFuture