Analyst, Global Reservations – Workforce Operations Position Available In Durham, North Carolina

Analyst, Global Reservations – Workforce Operations

Posting Start Date:

5/7/25

Location:

 Southeast Reservations Office (RDU-RESC)

Cities:

Requisition ID:

 78990 Job Description
Intro 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.)
Requests routing profile changes for Amazon Connect
Provides support for Home-Based Representatives
Manage 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 Aspect WFM 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 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.

Cities:

Requisition ID:

 78990