Originally Posted by
AJNEDC
That's a weird ratio. Back when I worked at an airline and we outsourced to India, for each US head that I had to let go, the replacement was 3 in India.
let’s read the story.
The Fort Worth-based air carrier said Monday that it will lay off 656 workers in the D-FW area and Phoenix, all workers within its service recovery teams, which work to resolve passenger service issues.
so 656 positions in DFW/PHX are going away.
To streamline customer service issues, American is creating a division called “customer success team,” which the airline will hire 135 workers for. For the first few weeks of those job openings, impacted workers will be given first dibs at those jobs on the new team before it is widely opened.
So 135 new positions will be created in a new organization, and it seems clear to me that those positions
will be in the US since the impacted (656) workers can apply for those positions.
The air carrier is also transitioning some of its “lighter-touch contact center inquiries” to its international teams made up of American and third-party support.
This is where outsource and off-shoring comes in. It’s unclear if any new positions are created here.