Contact Center - Service Delivery Supervisor (Houston)

DescriptionThere’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?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 : The Supervisor's role is to coach a team of frontline servicing representatives who provide service and resolve customer issues.

They collaborate with their team member to set individual goals and objectives using performance metrics and reporting to help drive customer satisfaction and business results.

As an inspiring coach, the Supervisor creates an environment where employees feel their contributions are valued and appreciated.

They lead by example, promoting United values and encouraging a high-performance and positive working environment.The position requires working outside traditional work hours and weekends to support the 24 / 7 / 365 operation.

The role requires up to 5% domestic and potentially international travel.Conduct regular sessions to observe individual performance and provide balanced and actionable feedback through one-to-one coaching and follow-up sessions to ensure the team is performing to expectationAnalyze performance management data to identify areas of opportunityConsistently and effectively apply the Performance Management Process to help employees improve performanceLead and maintain employee engagement by using all available reward and recognition tools and regular touch bases and communication to help the team understand the priorities and their role in the processPerform all administrative, compliance, and operational duties as requiredUnited 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!QualificationsWhat’s needed to succeed (Minimum Qualifications) : Bachelor's degree or 4 years of relevant work experience2 Years of leadership experience2+ years of related experienceFlexible to work any shift (days, nights, weekends, overnights and holidays)Demonstrated superior communication and people skills - a proven motivator of peopleProven track record improving team performanceValidated ability to handle multiple priorities, work in a challenging environment and make decisions quicklyAbility to facilitate the implementation and acceptance of change within the workplaceProficient in Microsoft Office tools such as Outlook, Word, and ExcelMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the positionWhat will help you propel from the pack (Preferred Qualifications) : 2 years’ leadership experience as a leader in a Call Center environmentExperience working in a unionized environmentUnited 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 [email protected] to request accommodation.Equal Opportunity Employer - Minorities / Women / Veterans / Disabled / LGBT