Manager, Contact Center - Planning and Forecasting

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Business OperationsExperience: 5+ yearsSkills: ["Leadership","Strategic thinking","Organizational planning","Problem-solving","Presentation"]

Lead the Contact Center Strategy & Planning Team within Customer Experience by managing analysts who forecast call/case volume and build staffing and financial models. Partner with Finance and Contact Centers to develop budgets, forecasts, and ~ $300M annual headcount expense models. Make headcount decisions driven by scheduling and demand changes, support team structure and development, and present insights to senior leaders.

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American Airlines Group
American Airlines Group
4 days ago

Manager, Contact Center - Planning and Forecasting

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Last checked: 9 hours agoStatus: Live

Job Summary

Lead the Contact Center Strategy & Planning Team within Customer Experience by managing analysts who forecast call/case volume and build staffing and financial models. Partner with Finance and Contact Centers to develop budgets, forecasts, and ~ $300M annual headcount expense models. Make headcount decisions driven by scheduling and demand changes, support team structure and development, and present insights to senior leaders.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Lead a team of analysts conducting statistical and trend analyses to forecast call/case volume and other key metrics for staffing and financial models.
  • •Partner with Finance and Contact Centers to develop budgets, financial forecasts, and staffing models to support staffing needs and customer experience initiatives.
  • •Make headcount decisions with Contact Center leaders based on schedule changes, demand fluctuations, and team member changes.
  • •Lead budget cycles for Contact Center headcount forecasts representing approximately $300M of annual expense.
  • •Provide structure, support, and care for the analyst team while enabling career growth for direct reports.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

  • •Bachelor’s degree in Aviation, Mathematics, Statistics, Finance, Industrial Engineering, Business, or a related analytical field, or equivalent experience/training.
  • •5 years of related work experience.
  • •At least 4 years of experience in workforce planning, contact center strategy, finance, network planning, revenue management, or a related airline field.
  • •Advanced experience with Excel modeling.
  • •Experience leading projects that impact multiple business units and using data to solve problems.
Experience:5+ years
Skills:LeadershipStrategic thinkingOrganizational planningProblem-solvingPresentation
Tech Stack:ExcelPowerPoint

Company Brief

American Airlines Group
Major U.S. airline providing scheduled passenger and cargo air transportation globally. Operates a large fleet and extensive domestic and international route network, serving millions of customers with diversified travel and loyalty services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Fort Worth, United States
Founded: 1926
WebsiteLinkedIn