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Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Description

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.

Job overview and responsibilities

This position is responsible for the forecasting, staffing, and scheduling functions for all Contact Centers world-wide. This includes all aspects of staffing including forecasting phone and non-phone volume, handle time, shrinkage, and other metrics, determining requirements for all functions, scheduling shifts to meet the requirements, effectively allotting and awarding accrued time off, and analyzing operational performance to measure effectiveness. The department works closely with the frontline leaders and agents to ensure that time off and additional hours are scheduled according to operational need while ensuring that work rules are applied fairly. This person maintains the Workforce Management application and provides support to frontline leadership. This position shares responsibility for the long-term forecasting of workload and makes hiring and staff reduction recommendations to the senior leadership. The Senior Staff Planning Analyst works closely with the Real Time Operations team and frontline leadership to ensure that all centers operate at the maximum efficiency level.

This is a Hybrid role reporting to one of the following locations: Willis Tower (Chicago), Chicago Reservations (CHIRR) or North Houston Reservation (NHCRR) office.

+ Create staffing requirements for bidding purposes by skill and approve final schedules for all Contact Centers

+ Maintain agent schedules that meet service level targets while optimizing cost efficiency

+ Create and monitor staffing requirements and make recommendations for staffing additions by function, overtime requirements, and staffing reductions using historical data, trends, and business intelligence

+ Analyze KPIs, create dashboards, and provide actionable insights on service levels, occupancy, and efficiency to ensure that staffing requirements are met

+ Provides guidance to staffing analysts and helps develop processes for scheduling activities

+ Works with Labor Relations/Human Resources and frontline leadership to determine processes and work rules related to staffing

+ Maintain WFM systems, ensure data accuracy, and support system upgrades and integrations

Qualifications

What’s needed to succeed (Minimum Qualifications):

+ Bachelor's degree or related experience

+ 2+ years of staffing experience and/or 5+ years of business analysis experience required

+ Advanced Excel proficiency

+ Problem-solving abilities

+ Attention to detail

+ Business Acumen

+ Excellent communication skills

+ Strong organizational skills

+ Strong analytical skills are essential

+ Collaboration skills are essential: Team player

+ 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

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

+ Business Administration, Data Analytics/Business Intelligence

+ Minimum of 2 years staff planning experience in the contact center environment

+ Workforce management software expertise is highly preferred (Aspect, Verint, IEX)

The base pay range for this role is $81,795.00 to $106,602.00.

The base salary range/hourly rate listed is dependent on job-related, 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 [email protected] to request accommodation.