Manager

Description:

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Key Responsibilities:

Contact Centers

Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.

 responsibilities

The Manager – Contact Center Service Delivery is responsible for supervising all aspects of our front-line supervisor and agent daily operational activities. They lead front-line supervisors in their agent coaching, communication, and support initiatives. They are responsible for developing the skills of their supervisor team focusing on behavioral change coaching to drive improvements in customer experience and efficiency. Accepts a culture of continuous improvement, has expert knowledge of United product offerings/programs, has solid understanding of call center management standard processes, and cultivates a community of respect with direct reports, peers, and leaders. Represents the voice of the employee and customer surfacing problems from call listening and employee feedback.

• Provides leadership to front line supervisors, who are responsible for coaching agents across multiple channels of communication – voice, email, chat and messaging
• Mentors and develops front-line supervisors to improve their efficiency and effectiveness
• Responsible for performance and results of approximately 200-250 represented contact center agents
• Analyzes team performance to find opportunities and implement improvement plans
• Represents the voice of the customer surfacing struggles from call listening insights for customer experience improvements and call reduction initiatives
• Represents the voice of the agent to surface opportunities for reduced employee effort and improved experience

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree or 4 years of relevant work experience
• 4 + proven experience in an operational environment
• Experience in leading, motivating, and engaging large employee groups
• Ability to adapt to constantly evolving priorities
• Strong leadership, analytical and communication skills
• Proven ability to drive performance improvement
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is a crucial function of the position