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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

Responsible for monitoring the contact center local work force management and operations; monitoring local contact center workload activity and coordinating the utilization of staffing, facilities, and equipment to optimize productivity of resources and to maintain established service level goals. This role will require accountability for appropriate application of operational policies and procedures and building employee engagement.

+ Analyze staffing and call arrival trends and reallocate existing staff to different functions or types of work (i.e. non-phone to phone)

+ Monitor local systems (ACD, computers, Cisco ICM, phone circuits, etc.) to identify issues before they impact the operation. Capture and provide field intelligence by resolving issues as they arise and if unable to resolve, escalate to leader and follow up to drive results

+ Updating employee schedules

+ Reducing or increasing staff based on current-day operation

+ Reporting or schedule meetings

+ Adjusting or updating access to tools and applications Contact Center agent uses

Qualifications

What’s needed to succeed (Minimum Qualifications):

+ Bachelor's degree or 4 years of relevant work experience

+ 2-3 years of previous CRM or workflow administration

+ 2 years in operations or analyst role

+ Microsoft Office

+ Able to effectively communicate with all levels of the organization

+ Capable of working independently as well as with a team

+ Ability to handle multiple, diverse tasks in a high stress work environment

+ Attention to detail and ability to effectively prioritize

+ Problem-solving ability

+ Good analytical skills

+ 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):

+ Bachelor's degree

+ 5+ years of previous CRM or workflow administration

+ 5+ years in operations or analyst role

The base pay range for this role is $49,970.00 to $65,062.00.

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.