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Analyst/Sr Analyst, Contact Center - Analytics

October 30, 2026

Location: DFW Headquarters Building 8 (DFW-SV08)

Cities: Fort Worth - TX

Requisition ID: 88844

This job will continue to be posted until at least 10/20/2026 If interested, please apply prior to this date.

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 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

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 lifeâs journey? Feel free to be yourself at American.

Cities: Fort Worth - TX

Requisition ID: 88844

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

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4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

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6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...