Manager, Contact Center - Planning and Forecasting (Contract)

Job overview

The Manager, Contact Center - Planning and Forecasting (Contract) is an onsite role based in Fort Worth, TX. Compensation is not specified for this position, which is part of the Contact Center Strategy & Planning Team within the Customer Experience organization at American Airlines. This role leads a team of analysts specializing in staffing models and financial forecasting. The manager works cross-functionally to support strategic initiatives and ensure accurate headcount decisions for the contact center.

What you'll do

• Leads a team of analysts
• conducts statistical and trend analyses
• develops budgets and financial forecasts
• builds relationships with business owners
• makes headcount decisions
• provides structure and support to analysts
• leads budget cycles for headcount forecasts.

What we're looking for

Skills & competencies

contract

management

fort worth tx

american airlines

contact center

workforce planning

forecasting

data analysis

budgeting

staffing

customer experience

Work arrangement

• Weekend coverage required

Benefits & perks

• Travel Perks, Health Benefits, Wellness Programs, 401(k) Program, Employee Assistance Program, Pet Insurance

Why this role

5 years of related work experience; 4 years of experience in workforce planning or contact center strategy.

About the employer

American Airlines is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.