11 days old

Analyst, Global Reservations - Workforce Operations

American Airlines
Fort Worth, TX 76102

Location: DFW Reservations Office (DFW-SV01) 
Additional Locations: None
Requisition ID: 41862 


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 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.

What you'll do

  • 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

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

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.

Additional Locations: None
Requisition ID: 41862 


Posted: 2021-06-03 Expires: 2021-07-03
Sponsored by:
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Analyst, Global Reservations - Workforce Operations

American Airlines
Fort Worth, TX 76102

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