Analyst, Contact Center - Continuous Improvement

Facilitate lean six sigma and continuous improvement projects along with identifying process improvement opportunities. Oversee concurrent, diverse, and time-sensitive improvement projects from inception to completion in various areas, including, but not limited to, domestic reservations, international reservations, and service recovery. Work collaboratively with cross-functional groups to create comprehensive strategies and solutions. Works closely with all levels of contact center personnel to provide support, evaluate changes, and achieve buy in to processes and practices. Derive business recommendations from “voice of the customer” feedback (including but not limited to: survey data, Customer Relations complaints, Social Media, call listening efforts, observations, etc.) to improve American’s end-to-end customer experience. Uses qualitative and quantitative observations/data to develop information, evaluate key performance indicators to drive solutions to root causes.

According to JobzMall, the average salary range for a Analyst, Contact Center - Continuous Improvement in 4700 American Blvd, Fort Worth, TX 76155, USA is $51,000-$73,000 per year.

American Airlines Group, Inc. is a holding company whose business activity is the operation of a network carrier through its principal wholly-owned mainline operating subsidiary, American. The company provides air transportation for passengers and cargo. It cargo division provides a range of freight and mail services, with facilities and interline connections available across the globe.