Description

There’s never been a more exciting time to join United Airlines. We’re on a path toward 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 an outstanding 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 sought at keeping you happy, healthy, and well-traveled. From employee-run "Business Resource Group" communities to extraordinary 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, coordinate refunds, handle flight recovery, conduct quality assurance checks, and more.

Job overview and responsibilities

The person in this role has an opportunity to help transform the way that customers interact with United Airlines. This role supports special projects passionate about process improvement and resolving customer concerns within the Customer Contact Centers, often working across many workgroups. This leader uses data analytics tools and calls listening skills to identify problems, training needs, and continuous improvement opportunities while working in person. The Senior Supervisor should be a subject matter authority in policy and procedures who advocates for the customer and agent. This leader will be required to find creative solutions to the opportunities that are identified. The Senior Supervisor is often balancing multiple projects and has to shift and balance priorities as urgent projects arise.

• Excellent presentation skills are vital for this leader who will present to large audiences, up to the Vice President level.
• Apply call listening skills, United technology system, and organizational management to build key insights and findings.
• Owns projects related to continuous improvement throughout the Contact Centers, including collecting insights, crafting presentations, and recommending data-backed solutions.
• Find opportunities to improve customer/agent problems and key metrics, including Handle Time, CSAT, Resolution, and transfer rates.
• Partner with other departments to provide support for high-complexity projects, including training, central ops, and insight into action teams.
• Gather feedback from front-line employees and supervisors to ensure we’re collecting the most impactful opportunities.

United values diverse experiences, and 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 those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What’s needed to succeed (Minimum Qualifications):

• High school diploma or equivalent
• 3+ years of Contact Center or Airport Operation Customer Service Experience
• Excellent presentation skills
• Highly organized and able to prioritize multiple projects at the same time.
• Logical problem solver who is also able to identify creative solutions.
• Able to travel onshore and internationally up to 25% of the time.
• 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

What will help you propel from the pack (Preferred Qualifications):

• Bachelor's degree or 4 years of relevant work experience
• 5-10 years of Contact Center Experience
• Airlines and/or travel industry 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 JobAccommodations@united.com to request an accommodation.