American Airlines Careers | Analyst, Global Reservations - Workforce Operations Job, Raleigh

American Airlines

Job Description

Analyst, Global Reservations - Workforce Operations

​​This job is a member of the Global Reservations Team within the Customer Experience Division. ​Responsible for analyzing and managing daily and real-time workload requirements for Reservations center call volume and handle time trends..

Benefits and Offers

• 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

Duties and Responsibilities

Your main responsibilities in this role include the following:

• Creates, maintains, and update daily, weekly, and monthly department reports

• Analyzes agent schedules and the daily schedule on a regular basis

• Creates spreadsheets for logging of reservations data

• Assesses and records overtime/vacation/voluntary unpaid time off (VTO)

• Prepares and maintains daily work schedules by coding deviations to schedules (OT, SK, UA, VTO, etc.)

• Updates skill levels in Genesys

• 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

• Completes various operational reports

• Updates local operational files via Teamsite

• Assists with other duties and responsibilities as needed or assigned including ad-hoc reports

Job Requirements

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

• 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

Preferred Qualifications

• Knowledge of E-Workforce and SABRE

• Reservations experience

• Current or previous Analyst experience

• Strong mathematical skills

Job Details

Company: American Airlines

Employment Type: Full-time

Job Location: Raleigh, NC, USA

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