DescriptionContact Centers
Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.
Key Responsibilities: - Operational and Performance Management of partner location/s to ensure performance is the same for United customers regardless of location
- Build and maintain collaboration contacts and internal partners to properly handle expectations on performance, business requirements and overall service delivery, holding partner accountable for overall performance execution
- Effectively handle, analyze and recommend opportunities for delivery improvement using both United and Partner resources and tools
- Audit onsite operational performance and processes
- Lead and/or assist with the execution of special projects as assigned
- Attend and assist with preparation of partner weekly, monthly, quarterly, and annual business reviews
QualificationsWhat’s needed to succeed (Minimum Qualifications): - Bachelors degree or 4 years of relevant work experience
- 4-8 years of related work experience
- Contact Center Performance Management
- Strong analytical and problem solving skills
- Strong communication skills
- Knowledge of MS Office tools (Excel, Word, Power Point)
- Project Management experience
- Knowledge of call center operations
What will help you propel from the pack (Preferred Qualifications):- 3-5 years in direct people management
- 3-5 years of experience in contact center performance management role
- 5 years of experience in call center analytics and performance management
- Six Sigma or equivalent certification
- Knowledge of call center technologies
- Understanding of call center financial management
- International travel experience
United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodationsunited.com to request accommodation.
The base pay range for this role is $99,750.00 to $135,960.00.
The base salary range/hourly rate listed is dependent on job-related, non-discriminatory factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.
You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.
United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodationsunited.com to request accommodation.