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?
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 :
- Monitors team performance to ensure volumes and staffing ratios are properly allocated within an appropriate range - isolates newsworthy Hot Topics cases that could impact our operations and brand image for United Airlines
- Partners with IT teams to develop and test / validate application changes and provides support during troubleshooting of technical issues.
Partners with IT security to support cyber security initiatives / requirements
Proactively looks at trends and partner with forecasting and long-range planning teams to forecast future need with an emphasis on off phone activities.
Works actively with business owners to achieve service level targets. Current business groups include Customer Care, Mileage Plus, Accessibilities, and Groups.
Additional groups may be added as needed
- Leads and supports the implementation of new users, work groups, queues, priorities, and critical issues.
- Scripts business rules within email management applications ( KANA), creates automatic responses, works with business units to implement response templates, acknowledgements, and web links as needed
- Serves as the backup for Senior Manager of real time operations
Qualifications
Required
- 4+ years of experience in high volume contact center, customer service or quantitative analytical areas
- Excellent verbal and written communication skills
- Strong analytical, critical thinking and problem-solving skills
- Ability to interface with a broad range of internal personnel and external business partners
- Effectively and professionally interact with leadership teams
- Ability to prioritize and manage multiple commitments
- Motivational leadership, team-building, and coaching skills
- Proficient in Microsoft Office
- Advanced Excel skills
- Some travel - 5-10%
- 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 an essential function of the position
Preferred
- Experience with Contact Center technologies, including but not limited to; Cisco, Aspect (Alvaria), Kana, eGain, Shares, EZR, EZ Care, Foundry, Spotfire, and LivePerson
- Prior experience working in a 24x7 real time operational environment
Equal Opportunity Employer - Minorities / Women / Veterans / Disabled / LGBT
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